2022 Customer Satisfaction Survey – Full results

Introduction

Thank you to all residents who took the time to complete the customer satisfaction survey earlier this year. Your feedback helps us as an organisation to improve our services, whilst looking at lessons learnt.

Below is a summary of the results, and following that, the full results.

If you have any questions about the survey, please contact our Direction of Operations, Leanne Donald-Whitney by emailing leanne.donald-whitney@gcha.org.uk.

Summary

Response rate

  • 249 residents completed the survey (a 44% response rate)
  • 94 residents completed the survey on paper (38%), 150 completed it online (60%), and five completed it over the phone (2%)
  • 154 residents provided their name when they responded, the rest were anonymous
  • 79 residents requested a callbacl following the completion of the survey

Feedback

  • 59% of respondents are satisfied or very satisfied with the services provided by GCHA, and 65% believe that GCHA treats them fairly and with respect. The overall satisfaction score of 59% is lower than last year’s survey, when it was 71%.

Highest rated questions :

  • Satisfaction with neighbourhood as a place to live (highest rated at 66%)
  • GCHA treats you fairly and with respect (65%)
  • Rent/service charge value for money (65% and 66%)
  • GCHA keeps its communal areas safe and well maintained (62%)

Lowest rated questions:

  • Repairs in last 12 months – time took to complete (lowest rated at 41%)
  • GCHA dealing with repairs and maintenance (46%)
  • GCHA dealing with complaints (42%) and ASB (43%)
  • GCHA gives you the opportunity to make your views known (48%)
    GCHA listens to your views and acts upon them (47%)

Full results

General satisfaction

1. Taking everything into account, how satisfied or dissatisfied are you with the services provided by GCHA?

59% satisfied or very satisfied

2. Taking everything into account, how satisfied or dissatisfied are you that GCHA keeps you informed about things that matter to you?

55% satisfied or very satisfied

“I feel very happy in my flat and it is peaceful, and I am very lucky to live here.You are very patient if I have to move my rent payment on a week ahead if I am short on money. Thanks.”

 

“Great association to live with. Just a few small areas I’d say need improvement.”

3. Taking everything into account, how satisfied or dissatisfied are you that GCHA treats you fairly and with respect?

65% satisfied or very satisfied

4. How satisfied or dissatisfied are you with the overall quality of your home?

61% satisfied or very satisfied

5. Thinking specifically about the building/home you live in, How satisfied or dissatisfied are you that GCHA provides a home that is safe and secure?

62% satisfied or very satisfied

6. How satisfied or dissatisfied are you that GCHA is easy to engage with?

56% satisfied or very satisfied

Repairs, neighbourhood and value for money

7. Generally, how satisfied or dissatisfied are you with the way GCHA deals with repairs and maintenance?

  • 46% satisfied or very satisfied
  • 52% are very dissatisfied, dissatisfied or neutral

8. If you have had a repair in the last 12 months how satisfied or dissatisfied are you with the time it took to complete?

  • 41% satisfied or very satisfied
  • 55% are very dissatisfied, dissatisfied or neutral

9. How satisfied or dissatisfied are you with your neighbourhood as a place to live?

66% satisfied or very satisfied

10. How satisfied or dissatisfied are you that GCHA keeps areas clean, safe and well maintained?

62% satisfied or very satisfied

11. How satisfied or dissatisfied are you that your rent provides value for money?

65% satisfied or very satisfied

12. How satisfied or dissatisfied are you that your service charges provides value for money?

66% satisfied or very satisfied

“I would like to see GCHA take more pro-active actions to tackle anti-social behaviour, especially when during unsocial hours, and with repeat offenders i.e. loud music, noisy gatherings outside, inconsiderate closing/slamming of doors etc.”

 

“It would be great if we were informed about ongoing maintenance to improve the property instead of keep phoning up to find out what’s going on and be told we will get back you and never get a reply then having to phone again and again.”

 

Giving feedback, complaints and services

13. How satisfied or dissatisfied are you that GCHA listens to your views and acts upon them?

47% satisfied or very satisfied

14. How satisfied or dissatisfied are you that GCHA gives you the opportunity to make your views known?

48% satisfied or very satisfied

15. How satisfied or dissatisfied are you with the way GCHA deals with anti-social behaviour?

  • 43% satisfied or very satisfied
  • 54% very dissatisfied, dissatisfied or neutral

16. How satisfied or dissatisfied are you with the way GCHA deals with complaints?

  • 42% satisfied or very satisfied
  • 58% very dissatisfied, dissatisfied or neutral

17. To what extent do you agree or disagree that you know how to make a complaint if you are unhappy with a service provided by GCHA or its contractors?

60% satisfied or very satisfied

18. How satisfied or dissatisfied are you with the way GCHA deals with your enquiries generally?

52% satisfied or very satisfied

19. To what extent do you agree or disagree that GCHA is providing the service you expect from your landlord?

56% satisfied or very satisfied

20. Which of the following services would you consider priorities? Choose 3

  • The overall quality of your home 131
  • Repairs and maintenance 143
  • Listening to residents’ views and acting upon them 88
  • Value of money for your rent and service charges 88
  • Keeping residents informed 73
  • Dealing with ASB 58
  • Your neighbourhood as a place to live 35
  • Developing more affordable homes 33
  • Support and advice on claiming welfare benefits and paying rent 14