C10 - Resident Satisfaction As part of our continuous efforts to improve our residents’ experience, we complete regular satisfaction surveys with our residents across all tenures. The surveys we conduct cover varying services that we provide and delve into our resident and in some cases, colleague experiences such as the repair service and planned work as examples. Surveys are conducted by telephone or online and offer flexible times for a ring-back, as well as paper surveys for those not digitally connected. Satisfaction scores have been recorded as follows, as well as learning through detailed feedback. Overall satisfaction score Tenure 2020/21 2021/22 2022/23 Rented 80.8% 87.3% 85.1% Homeownership 68.9% 69.5% 68.8% Anchor takes complaints seriously, both in terms of resolving complaints and in terms of learning lessons. In addition to a two-stage complaints process, Anchor has a Complaints Working Group looking at continuous improvement and an Independent Residents’ Complaints Panel. The complaints working group is focussing on how we can improve the resident experience, and has launched a “How can I help” initiative for location managers. Part of Anchor’s response to the Housing Ombudsman’s Spotlight Report on Damp and Mould included setting up a Damp and Mould Working Group which looked carefully at all the Housing Ombudsman’s recommendations, as well as those in the updated report One Year On, and reviewing the complaints process and learning from complaints in relation to damp and mould We saw a 10% increase in complaint numbers across the organisation when compared to the previous reporting year. We resolved 5% more complaints than the previous year and, despite the increased activity, saw a small increase of 1% of complaints resolved within the Service Level Agreement of 10 working days.
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