BCHF
What our residents say about us
Our most recent survey was carried out in the Autumn of 2011 by an independent company 'Skills and Projects'.
BCHF STAR Satisfaction Survey 2011
Our most recent survey was carried out in the autumn of 2011 by an independent company ‘Skills and Projects’. It is the first time for three years we have carried out a full survey. We did not see individual responses about tenants’ satisfaction with our services and the area they live in, but we were given a report by ‘Skills and Projects’, who also gave a presentation to our Board of Management.
We were pleased that 55% of BCHF’s tenants responded to the survey, so we can be reasonably confident that the views reflect those of most tenants, and we have been given some useful feedback. The three winners in the draw, picked out at random by ‘Skills and Projects,’ have received their £100 shopping vouchers!
We were very pleased to see that 93% of tenants said that they are happy with the services provided by BCHF. Many residents said that they think of BCHF as a local organisation, and 92% said that they felt this was important for the impact this has on service provided. There was less satisfaction with value for money, particularly for people that pay service charges, and younger people in general were less satisfied than tenants aged 60 or over.
66% of residents expressed a positive view about their neighbourhood but 15% expressed a negative view. We will be finding out more about the areas of dissatisfaction and the reasons behind this. The top three issues causing problems are rubbish and litter, car parking, and disruptive children and young people.
85% of respondents expressed a positive view about the repairs service so we know we have to aim higher. A consistent theme for all the services that we provide is that we are not good enough about going back to residents to update them about progress or what is happening behind the scenes, and that although we keep residents informed, we need to act on the views that are given to us. We could also improve the usefulness of the website and newsletters.
As a staff team, we will all be looking at how we can change for the better so that in two years time, when we will carry out another STAR survey, we will have addressed the issues that have been raised.
If you have any comments you would like to make about BCHF, please email .(JavaScript must be enabled to view this email address)
