Inadditiontomappingthe resident experience,weencourage regular feedback fromour residents across a rangeof channels; oneof thesebeingtheannual resident satisfactionsurvey.
This independent survey is conducted according to the Ethical Principles Governing Human Research , is highly-regarded by regulators and provides a high level of transparency. Our residents provide feedback on a range of areas including: overall satisfaction, satisfaction with services, properties, location, maintenance and our response performance. This year our Overall Satisfaction rating was 84%, just 1% lower than last year, but we were encouraged that more residents participated in the survey than ever before, and 82% reported they were satisfied with the services we provide them.
Without resident feedback, we couldn’t deliver the high standard of service for which we are known. We use a 360-degree approach to drive service improvements across all aspects of the organisation and, with our new resident experience project being rolled out over the next year, we are already seeing improvements in service delivery across our portfolio. In addition to providing comparative response data, residents have the opportunity to comment directly on their individual experiences. We were delighted to see even more honest feedback this year - both positive and negative - and some frank suggestions for improvement. We don’t shy away from critical feedback and encourage our residents to provide honest accounts of their experience. Without that we know we can’t deliver the high-quality service they have a right to expect.
National overall resident satisfaction:
84%
Nationalmaintenancesatisfaction:
69% 71% 71% 74% 79% 84% 83% 84%
2018
2010
2011
2012
2014
2015
2016
2017
National customer servicesatisfaction:
63% 76% 76% 80% 82% 85% 84% 82%
2018
2010
2011
2012
2014
2015
2016
2017
36
Transforming the resident experience |
Made with FlippingBook - professional solution for displaying marketing and sales documents online