Customer Satisfaction Survey 2006

It is a government requirement to conduct a tenants’ satisfaction survey every three years.

The aim of the survey is to find out how satisfied our tenants are with:

• Their home
• The local area
• The local housing offices
• The way housing repairs are dealt with and implemented

This will help us:

• Find out what tenants expect from their landlord
• Identify areas where tenants feel services could be improved
• Gain better knowledge of our tenants.

During October and November 2006 a postal survey was sent to a random sample of 1,670 tenants.

Key findings of the 2006 survey:

• Overall Satisfaction with Derby Homes has increased from 75% satisfied in 2003 to 84% satisfied in 2006.

• Black and Minority Ethnic (BME) tenants overall satisfaction with Derby Homes has increased from 61% satisfied in 2003 to 85% satisfied in 2006.

• Satisfaction with opportunities for participation in management decision making has seen a rise from 59% satisfied in 2003 to 69% satisfied in 2006.

• In 2003 67% of respondents said they felt their rent was good value for money, this has risen in 2006 to 81% who agree their rent is good value.

• When asked how satisfied they were with the way Derby Homes deals with repairs, 62% of respondents in 2003 said they were satisfied. This has risen to 75% who said they were satisfied in 2006.

• In 2003 28% of respondents said they had heard of the Tenant Participation Compact, this has risen in 2006 to 48% who have heard of it.

A full copy of the survey results and analysis can be viewed by clicking on the report below.

Tenants Customer Satisfaction Results 2006/07 - (447KB)