Hastoe commissioned Tlf Research to carry out an independent survey between 23 October and 18 November 2023 to measure tenant satisfaction. Tlf Research interviewed 543 tenants by phone; completing 529 surveys in full and partially completing the other 14.
The survey showed that 58.9% of customers were satisfied over all. Customers aged 56 to 65 were the least satisfied, at 50.5%, and under 25s and over 65s were the most satisfied customers:
- Under 25: 80%
- Aged 26-35: 53%
- Aged 36-45: 58.3%
- Aged 46-55: 59.8%
- Aged 56-65: 50.5%
- Aged 66-75: 77.3%
- Over 75: 70.4%
Satisfaction varied across property type, with those tenants living in flats and maisonettes being the least satisfied.
Around one third of participants (31.8%) had made a complaint and their overall satisfaction was much lower at 33.2% compared to those that had never complained 73.0%.
The results of the survey have shown that Hastoe needs to improve in a number of ways:
- Provide a good repairs experience
- Provide good complaint handling
- Managing customer expectations better, i.e. keep customers informed and up to date and be realistic about service delivery timeframes.
Hastoe will be addressing these and other priorities, and has laid out a plan of action in its Business Strategy 2024-27.
Results of the main Tenant Satisfaction Measures
|
TSM Measure |
Overall % |
|
Overall satisfaction |
58.9% |
|
Satisfaction with repairs |
58.5% |
|
Satisfaction with time taken to complete most recent repair |
55.2% |
|
Satisfaction that the home is well maintained |
61.7% |
|
Satisfaction that the home is safe |
76.5% |
|
Satisfaction that Hastoe listens to tenant views and acts upon them |
55.0% |
|
Satisfaction that Hastoe keeps tenants informed about things that matter to them |
62.6% |
|
Agreement that Hastoe treats tenants fairly and with respect |
72.2% |
|
Satisfaction with Hastoe’s approach to handling complaints |
30.7% |
|
Satisfaction that Hastoe keeps communal areas clean and well maintained |
55.3% |
|
Satisfaction that Hastoe makes a positive contribution to neighbourhoods |
49.2% |
|
Satisfaction with Hastoe’s approach to handling antisocial behaviour |
56.9% |
