For information on how we performed see our Annual Report 2017.
We also belong to a benchmarking club (known as the BM320) with nine other similar sized associations operating in the London area. The group meets regularly to compare performance and to share good practice aimed at improving our service delivery. We are currently looking at ways of providing more information on this website.
We carried out the latest major tenant satisfaction survey of all our tenants in 2016. For the full report see our Tenant Satisfaction Survey 2016
The good news is that the survey results demonstrate that the majority of tenants are satisfied with the Association, and in many areas satisfaction is now higher than it was when the last survey was carried out four years ago. Overall satisfaction with these services provided by the Association is at 84% – 1% higher than in 2012 – and reflects the high ratings awarded for the quality of the home, neighbourhood and the value for money of the rent.
The not-so-good news is that in some areas the levels of satisfaction were lower than we would have hoped. The areas with the highest levels of dissatisfaction were often linked to some aspects of customer services and communications, the repairs service, dealing with neighbour disputes and the quality of homes.
We are now considering the results in more detail to see what actions we can take to improve things where satisfaction levels were below par, and we will report back on progress in due course.