Good tenant satisfaction at South Somerset Homes
16 December 2003

The National Housing Federation recently undertook the Tenant Satisfaction Survey for South Somerset Homes. The Housing Corporation requires that registered social landlords like South Somerset Homes conduct a tenant satisfaction survey every two years.

The survey for South Somerset Homes using the STATUS questionnaire has been a success; both in terms of the opinion tenants have of their landlord, and in the administration of the survey. The final response rate of 62% is excellent for a postal survey.

South Somerset Homes selected The National Housing Federations Feedback service to undertake the survey as it includes the opportunity to compare results from a standard questionnaire (Status) with those from other landlords.

The recent survey has shown that the tenants of South Somerset Homes are generally very satisfied with the services received. 81% (79% in 2001) of tenants are satisfied with the overall service provided by South Somerset Homes with 38% (36% in 2001) being very satisfied.

82% (76% in 2001) of tenants felt that their rent represents good value for money. The accommodation received high praise with 88% (85% in 2001) satisfied. 86% (86% in 2001) of tenants like the area where they live.

78% (75% in 2001) of tenants are satisfied with the way South Somerset Homes deals with repairs and maintenance overall, and the individual aspects of the service are highly praised, with the attitude to workers (92%) and keeping dirt and mess to a minimum (92%) particularly so.

With regard to communication issues 87% (86% in 2001) of tenants felt that they are kept well informed and 69% felt that South Somerset Homes take account of their views.

The results of the survey for South Somerset Homes have been compared with seven other landlords mostly based in the South of England and generally this is a very high performing group. South Somerset Homes generally performed above the average of the group and the national average. The condition of the property is felt to be good at 82% (76% in 2001), this is one of the highest of the group and the repairs service is seen as satisfactory by 2% more than the group average.

Geoff Atkinson, Chief Executive at South Somerset Homes said, “We are very pleased with the results of this survey as they show that tenants are very satisfied with their home and the services that they receive. Furthermore many of the measures have shown increases in satisfaction since the last survey was undertaken in 2001. There are areas of our service that we need to improve on and we will work hard on these in time for the next survey.”