Summary of findings - STATUS survey 2010

You will remember toward the end of last year we sent you the annual survey to complete. This is an overview of the opinions expressed by all our tenants in that survey, and is based on the 380 general needs and 45 sheltered accommodation questionnaires that were returned, providing an overall response rate of 37%. A full report (3.47 mb pdf download) can be viewed on this link.

The 3 main areas of concern for our tenants are the overall service we provide, whether we listen to our tenants, and our repairs and maintenance service, our performance in these 3 areas is shown below compared to the average and top performers nationally.

Overall Service Provided by Venture

More than four in five (84.6%) of our general needs tenants are satisfied with the overall service provided by us. Overall, there has been an increase in the proportion of our general needs residents who are satisfied with the overall service it provides. In contrast, all sheltered tenants are satisfied with the overall service provided by us (as were all found to be satisfied in the 2009 survey).

These figures can best be summed up in terms of net satisfaction ratings, which is the proportion of satisfied minus the proportion of dissatisfied tenants. For general needs tenants, the 2009 net satisfaction rating is +72.5%, an increase on that produced in 2009 (+67.7%) of some five percentage points and this is an extremely encouraging result for us.

Repairs and maintenance

In terms of the repairs and maintenance service, more than four fifths of tenants are satisfied (84.5% of general needs and 97.8% of sheltered tenants), producing a net satisfaction rating of +73.8% for general needs tenants (a slight increase from the +71.2% found in 2009) and +97.8% (an increase from the +91.9% reported in 2009) for sheltered residents for this indicator, which is an encouraging finding for us.

Views taken into account

Looking at communication with tenants, two thirds (66.5%) of our general needs tenants are satisfied that we take their views into account, producing a net satisfaction rating of +53.6%. These results compare very favourably with the 61.4% satisfied reported in 2009, which yielded a net satisfaction score of +48.3%. For our sheltered tenants the results are on a par with last year’s with nine in ten (88.9% cf. 89.2% in 2009) satisfied (net satisfaction rating of +87.7%). Our Tenants’ Committee have their own page on our website, www.vha.org.uk/tenants-committee.html, if you wish to join our Tenants’ Committee to have your say on the matters that affect you, please contact Annmarie Flynn, Director of Operations, or use the Contact Us form on our website.

Conclusion

Generally, the results are very positive with relatively high proportions indicating satisfaction across a large number of services, and scores for most indicators rising since the last survey.

We will not be resting on our laurels though, with a number of improvements planned throughout the year that are designed to improve our performance. If you wish to be involved with our Tenants’ Committee please contact us.