STAR survey results
We carry out a Survey of Tenants And Residents every 2 years to test what you think of our services. The last time we carried out a survey was 2016 and the results are in from the questionnaire we sent out in December of 2018. This means we are able to compare the levels of satisfaction between 2016 and now.
This time saw a general decrease in satisfaction with our services. The overall satisfaction with our services stands at 78% which although has dropped 5% since 2016, we are still pleased with the overall result. From the survey we have been able to find out what you think are our most important services and they are (in order):
- Repairs and maintenance
- Overall quality of your home
- Value for money for your rent
- Dealing with ASB
- Neighbourhood as a place to live
- Keeping residents informed
- Taking tenant’s views into account
This year was the first time that we have sent an email invitation to fill in the survey to all the tenants and leaseholder whose email addresses we have on our records. We had 263 responses returned in this way.
There were a variety of results from the survey, including that 81% of responders felt that their home is value for money for rent and 78% of responders being satisfied with the quality of their home.
We found that 60% of those responded wish to contact the council over the phone, but we found that 35% of tenants wish to correspond with the council via email, an increase of 8% since 2016. We are investing in new housing software that will allow us to communicate more easily with tenants via email if they prefer. This service should be available later in 2019.
Questions around the appearance of your neighbourhood vary from ward to ward – with both areas of Nuneaton and Bedworth reporting similar issues. The top six issues reported in our wards are
- Car parking
- Rubbish and litter
- Dog fouling
- Noisy neighbours
- Drug use or dealing
- Drunk/rowdy behaviour
We also had a small increase in the number of tenants who have reported anti-social behaviour (ASB) – 14% have had this experience. Of those tenants, 46% were happy with the way in which the ASB was dealt with and there was an increase of 4% willing to report ASB again.
It is really important that if you are experiencing any problems with ASB in your area that you report it to your Housing Officer. Most cases can be solved very simply, but some can take a long time with involvement from a lot of agencies. All ASB cases need evidence to be dealt with, however, so it is important that if you are reporting the ASB that you are willing to fill in diary sheets and keep your Housing Officer up to date with events.
Our independent Living residents were also surveyed and reported a 74% overall satisfaction with the service provided by the Independent Living Officer. This is a marked decrease in satisfaction from previous surveys, but this is the first STAR survey carried out since the changes to our Independent Living Service so we expected there to be some teething problems! We hope that this will increase as our residents get used to the new service. We were pleased to note that of those respondents who have used the services of our Wellbeing Officers 93% were satisfied.
The return of surveys from our leaseholder population showed a 4% increase in satisfaction with services overall (63% from 59%). Also we were pleased to say that satisfaction around the maintenance of communal areas from leaseholders remains very similar to 2016.
There is lots more information around what our tenants and leaseholders think of our services in the STAR survey report if you would like to know more please contact email@example.com
The RP needs you!
We are trying to collect as many email addresses from tenants and leaseholders who would be interested in receiving monthly emails from us. We will be asking for your feedback on services and it will be your opportunity to influence how housing services are run in the borough.
Its up to you if you wish to reply to the email and we don’t expect everyone to reply all the time! We’d love it if you could fit it in when you had a quiet few minutes!
If you are interested email: firstname.lastname@example.org
A Stockingford home which had been associated with persistent and ongoing Anti-social behaviour and nuisance has been officially closed down. The address was subject to complaints about drug use, drug dealing and a high level of noise and disorder making the neighbours lives a misery.
No one will be allowed to enter the property on Blackatree Road for the next 3 months. The Closure Order was granted on 11 December 2018 by Magistrates at the Nuneaton Justice Centre and served on the occupant by officers from NBBC.