Holiadur Bodlonrwydd 2008

Tenant Satisfaction Survey 2008

The majority of Cymdeithas Tai Clwyd’s tenants are satisfied with their home and the services provided by the Association.

The overall response rate was 30% of the tenants surveyed, with 468 of the 1571 questionnaires being returned, which is above average for a postal survey. This is compared to 36% returned in 2005. This report is therefore based on the 468 completed questionnaires returned by the closing date.

Generally how satisfied or dissatisfied are you with the overall service?

84% are satisfied (44% Very Satisfied and 40% Satisfied)
5% dissatisfied (4% Dissatisfied and 1% Very Dissatisfied)
Older Tenants - 91% are satisfied
One parent families – 85% are satisfied
Two parent families - 65% are satisfied

Contact with the Association:

85% it was easy to get hold of the right person
92% thought the staff were helpful
86% felt the member of staff they spoke to were able to deal with the problem
79% were satisfied with the final outcome

Satisfaction with accomodation:

87% are satisfied with their home and 87% feel it is in a good or very good condition.
94% of new tenants describe the condition of their property is good or very good.

How satisfied or dissatisfied are you with your neighbourhood?

84% are satisfied with their neighbourhood but some noting the following are a major or minor concern:

Racial Harassment 2%
Other Crime 5%
Abandoned Vehicle 7%
People Causing Damage to your Home 8%
Graffiti 9%
Drug Dealing 12%
Vandalism 21%
Noise From Traffic 21%
Problems with Neighbours 21%
Noise From People 21%
Dogs 35%
Litter 40%

General repairs and maintenance service:

82% - Satisfied (42% Very Satisfied and 40% Satisfied)
9% - Dissatisfied (7% Dissatisfied and 2% Very Dissatisfied)
74% - Attitude of workers plus their ability to keep dirt and mess to a minimum was good

Satisfaction with the repairs and maintenance service:

Tenant Consultation

92% felt the Association was good at keeping tenants informed about things that might affect them as a tenant
80% felt their views were taken into account when making decisions about the management of their homes

Overall you can see that the response has been very positive, although the satisfaction levels on the whole are slightly lower than 2005, one reason for this could be that the questionnaires on this occasion were completed anonymously whereas in 2005 names and addresses were included.

Tenants from Wrexham and Flintshire were generally less satisfied than tenants from other Counties – we will be addressing this and trying to find out why during our roadshow in June.

Although only a small number reported racial harassment we recognise this is is unacceptable and are now devising a form for our tenants to report such instances.

All questionnaires received were put into a prize draw to win £150. The winner was Mr Arwel Davies from Denbigh.

For a full copy of the report please contact the Community Development Team.

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