Tenants Annual Satisfaction Survey 2023

Tenants Annual Satisfaction Survey 2023

 

Thank you to all of our tenants and residents who participated in the Satisfaction Survey that we ran in April 2023.

Providence Row Housing Association is committed to working with its tenants to ensure that the service it provides meets the needs of its tenants, and your input in responding to the survey and providing comments on our performance is invaluable as part of that process.

 

Overall satisfaction with PRHA’s services (all tenants and residents)

 

The overall level of satisfaction with the services that PRHA provides fell in relation to the previous year, down from 92% in the 2022 Survey to 84% in the 2023 Survey.

Comments that were made by survey respondents have been helpful in identifying particular areas that we think have contributed to the lowering of overall satisfaction and that we need to address.  Our action plan has also been informed by similar falls in satisfaction for individual areas (such as the repairs and maintenance service, and with rent and service charges providing value for money) that may have contributed to the fall in overall satisfaction.

The relevant figures for individual services and departments were provided to the managers of those services, along with anonymous comments where appropriate, to help them identify key areas of focus for their service or department work-plan in relation to improving satisfaction.

Further analysis showed relatively strong correlations between the level of overall satisfaction and how satisfied respondents were with how PRHA listened to their views and acted upon them, and also how easy they felt that PRHA was to deal with.  Good communication with our tenants and residents is a high priority for PRHA, and we will seek to improve this aspect of our service.

We will be publishing further figures from the survey soon.