Prize Winners:
1st prize winner was Mr Crane from Aberystwyth - £150
2nd prize winner was Mr and Mrs Parker from Machynlleth - £100
3rd prize winner wishes to remain anonymous
Ten other tenants won prizes of £10 each
Some of the STATUS Survey results and how the Association plans to act on them
A small group has been formed to work on the best way forward for the Association based on the survey results. The observations made are illustrated below with comments on how the Association plans to deal with the points highlighted.
CHART 3.5 (The most important service area for tenants - top 3)
82% - Repairs & Maintenace
59% - Overall Quality of Home
33% - Neighbourhood as a place to live
33% - Value for money for your rent
30% - Dealing with Anti-Social Behaviour
30% - Keeping Tenants informed
28% - Taking Tenants views into account
Chart 3.5 shows which three services tenants consider to be the most important to them.
CHART 3.6 (How much do key services need improving)
KEY = a) Some Improvement Needed b) Much Improvement Needed c) No Improvement needed
a) 53% b) 15% c) 32% - Overall Quality of your home
a) 44% b) 16% c) 39% - Repairs & Maintenace
a) 42% b) 14% c) 44% - Taking Tenants views into account
a) 37% b) 8% c) 56% - Value for money for your rent
a) 36% b) 7% c) 58% - Involving Tenants in management of housing
a) 25% b) 5% c) 70% - Keeping Tenants informed
1. The information in chart 3.6 shows that tenants feel the Association needs to improve the service ‘taking tenant’s views into account’.
Meeting Comment: The group felt that the Association needs to actively recruit tenants to become involved in Group Work.
2. 45% of tenants thought that the value for money for the rent could be improved.
Meeting Comment: The Association rents are set in accordance with the Welsh Assembly Government’s benchmark rents.
3. We’re listening to the views of tenants. However, from the survey results we realise that we need to have more tenant contact and we are looking at ways to address this.
4. With regard to localised problems the Association is working closely with The Community Safety Partnership which includes Social Services, the Police and other support organisations.
5. Anti-Social Behaviour problems were not identified in any particular area of its operation.
Meeting Comment: The Association has planned to conduct a review of Estate Management and will be including Anti-Social Behaviour in the scope.
6. Under the heading of Customer Care, 87% of respondents were satisfied with the helpfulness of staff.
Meeting Comment: Tenants are aware that the Association has very recently developed a Customer and Support Services Section in order to deal with calls at the first point of contact without having to pass the caller onto other members of staff.
7. We were pleased to receive a very positive response to online services.
Meeting Comment: Based on this feedback we will be developing and improving the services further, in addition to the on line rent payment facility already in place.
8. Overall including all aspects of the repair 81% of tenants were satisfied with the repairs and maintenance service.
In terms of overall satisfaction with the service provided by Mid-Wales Housing by far the greatest driver for tenants is the Repairs and Maintenance Service. Meaning that if we did this right satisfaction levels will go up across other services.
9. Report Conclusion: When the ratings are compared with those of tenants (general needs and sheltered) at other similar social landlords, Mid-Wales Housing’s tenants were on all occasions just as satisfied as tenants at other landlords. In all areas Mid-Wales Housing’s performance was above the Federation’s database average and higher than the Federation’s database average for Welsh landlords for customer contact and aspects of the repairs and maintenance service.
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