Page 13 - NEHA AR 2024

Annual Report 2024 11
TENANT SATISFACTION SURVEY
SUMMARY
HIGH SATISFACTION WITH CORE SERVICES:
Overall Service
Strength in Housing Quality Repairs Service
78%
satisfied
85%
feel safe
in their homes
83%
satisfied with maintenance
standards
78%
satisfied
need for faster response times
highlighted
TENANT PRIORITIES:
Tenants ranked the following as most important:
1
2
3
Good quality housing
Efficient repairs service
Estate management &
communal upkeep
TENANT FEEDBACK:
Top Requests:
1
2
3
Faster response times
(repairs/customer service)
Better ASB management
More proactive
communication
(e.g., follow-ups on calls/emails)
AREAS FOR IMPROVEMENT:
Anti-Social Behaviour (ASB) handling:
•
Only 62% satisfied – a key concern.
Tenant Engagement:
•
•
53% satisfied with involvement opportunities (41% unaware of options).
While 72% feel heard, only 37% believe feedback leads to action.
Complaints Resolution:
•
73% satisfied (vs. 84% for general queries).
STRENGTHS IN COMMUNICATION
& STAFF PERFORMANCE:
Communications &
Housing Staff
Customer
Service
FINANCIAL & WELLBEING CHALLENGES:
Affordability Pressures:
•
16% struggle with rent/service charges; 35% with
utility bills.
•
Only 57% find heating their home affordable.
Support Services:
•
•
11% of tenants use NEHA’s support, with 96% finding them vital.
76–100% satisfaction across financial, health, wellbeing services.
81%
satisfied
78%
happy in their last
interaction