Our peformance - how are we doing?
We pride ourselves in continuously raising our standards to the highest possible level and want to continue working with our tenants to achieve this.
Survey of Tenants and Residents (STAR)
Every other year, we ask our tenants to take part in our Survey of Tenants and Residents (STAR). The 2018/19 survey results are a cause for celebration!
The overall satisfaction levels have increased in six out of the seven core questions that we asked. STAR showed:
STAR showed that our tenants were satisfied:
- 91% with the overall service provided by us.
- 90% with the overall quality of their home.
- 75% that we listen and act.
- 88% with the overall neighbourhood in which they live.
- 89% with their rent.
- 72% with their service charge.
- 89% that we deal with repairs and maintenance.
- Top priorities are:
- Repairs and maintenance
- Listening and acting
- Quality of home
- Feeling safe
You said, we did:
Based on our 2016/7 STAR survey, we have invested significantly in the following areas:
- Financial and digital inclusion - We appointed an officer to see how we can improve internet access to our tenants and support the online movement of Universal Credit.
- Parking improvements - We have invested over £1.5million to improve parking in St Asaph and other smaller communities.
- Digital platforms - We have a new, tenant-focussed website and are planning to develop a tenant portal. Tenants will be able to log in and see their rent statements, report a repair more easily, pay their rent and so on. We also keep our social media accounts updated, so please follow us.
This website and our social media platforms allow our tenants to interact and engage with us, how and when it suits them, going digital by choice.
- Community development - We now have a community development team to:
- Improve how we listen and act
- Support a number of projects that improve tenants health and wellbeing
- Improve our engagement in communities.
From the 2018/9 STAR Survey results, we will be focussing on similar areas to the previous STAR survey results and we will continue to measure any further improvements that we can make.
- We will be working with our tenants to look at how we can improve our repairs and maintenance service. Our suggested improvements will modernise our approach to repairs to our tenant’s homes. For example, we would like to introduce scheduled appointments times that suit our tenants. For more information about this, please follow our social media accounts for roadshow dates and feedback opportunities.
- We have changed the way that our neighbourhood and income officer’s work, to better improve our customer service. The new ‘Housing Officers’ are more generic roles, allowing us to get to know our tenants and their communities better, support a more engaged approach and be more modern and efficient.
- We will continue to:
- Look at ways of how we can improve access to the internet for our tenants.
- Promote health and wellbeing in our communities.
- Investigate parking issues.
- Increase our engagement with tenants and their communities to ensure that people feel we listen and act.