One of the best bits of my job is going out to see clients around the country. While there are many common issues, every single organisation – whether a housing association, a council or an arm’s-length management organisation (ALMO) – is different in its tenant mix and housing stock. The challenge – and satisfaction – is …..Read the full article »
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Surprising facts about online surveys (and how to make use of them)
Convenient and cost-effective: what’s not to like about using online surveys to find out how happy your residents are with your services? Quite a lot, as it turns out. Not only can the results be skewed in terms of the age profile, but our new analysis shows residents tend to report lower satisfaction rates when …..Read the full article »
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Christmas past, present and future: a seasonal analysis
Part 2: I’m dreaming of a White Paper: In Part 1 we covered the view from the Ghosts of Christmas Past and Present. So looking ahead, what can we expect from the most feared of spectres: The Housing White Paper, decoupled from the Autumn Statement, but hopefully strengthening the fair winds for associations, is expected …..Read the full article »
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Christmas past, present and future: a seasonal analysis
Part 1: Another year over and a new one begun … nearly Through autumn the mood music mellowed to one that is more agreeable to the sector. The regime change afforded by the departure of the three kings of housing policy – Cameron, Osborne and special advisor Morton – ushers in the possibility of a …..Read the full article »
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Reimagining housing services, the role of satisfaction data and how Acuity helped SVHS
The reimagining of housing services is set to be the new hot topic for 2016 because it is a tangible expression of what people think social housing is for. It invokes, in its wake, deeply held convictions about how a civilised and fair society should work and therefore what motivated many of us to come …..Read the full article »
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Tenant Satisfaction – is this the end of the road?
The HCA has pointed out that a tough operating environment makes VFM even more important than ever. The same might be said of satisfaction surveys. The value of what social landlords do is at risk thanks to a bewildering combination of government policies that are at odds with the sector’s values (eg an apparent ideological …..Read the full article »
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STAR benchmarking report published
HouseMark have just published their annual analysis of STAR benchmarking data. The report, on STAR data from surveys carried out in 2013/14 found that overall satisfaction has remained constant for leaseholders, general needs and housing for older people tenants between 2012/13 and 2013/14. There has been a small increase (1% point) in overall satisfaction for supported housing …..Read the full article »
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Dissatisfied residents – digging deeper
STAR survey revealed lower levels of satisfaction for younger residents Over the summer we worked with a high performing Trust to explore the results from a recent STAR survey which revealed that residents under 35 years old are less satisfied than older tenants. It’s a familiar pattern found at most landlords. With overall satisfaction with …..Read the full article »
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Carried out a STAR survey – what next?
After carrying out a survey most clients will read through the survey report, examine the data tables and share the results. Following on from this the next natural stage is to convene a meeting to discuss the findings, however we often find many clients need a steer as what to do to fully utilise the …..Read the full article »
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