The results are in from our Tenant Satisfaction Measures survey.
With over 1,200 surveys completed, we are very pleased to announce that our customers gave us an overall satisfaction rate of 83% - a 2% increase on last year's result.
This is the second of our surveys to be carried out under the new Tenant Satisfaction Measures (TSMs) introduced by the Regulator for Social Housing last year. Most of the questions asked are now set by the regulator, allowing for direct comparison of service provision with housing providers across the country. Look out for the national results which will be published later this year.
Summaries of the findings for Coastline's rental and shared ownership customers shows satisfaction with repairs and safety of their homes, and that we treat people fairly and with respect. They also told us that we’re easy to deal with.
However, the responses show that we need to improve our approach to handling complaints and anti-social behaviour.
We have worked through all the responses we’ve received and will listen and act on feedback from the survey. See our performance page for the latest updates from the improvement plan that will guide our work over the coming year.
Thank you to customers who took the time to fill out the survey. All were entered into a draw to win one of 20 vouchers of between £10 and £250. That draw has taken place and we've been in touch with the lucky winners.
The Tenant Satisfaction Measures
Our TSM flower logo shows the categories covered by the survey questions. Whenever you see one of the flowers, you'll know the work we're doing relates to one of the categories.
Full details of how the measures work are on our performance page.