The results revealed that CVCH tenants score the housing organisation highly for customer satisfaction, and that is down to a fantastic team effort to support our tenants during the toughest of years.
Every year CVCH undertakes a Housemark survey, gathering insight across several areas including overall appearance, quality and security of homes and the neighbourhood.
Housemark is a benchmarking organisation which compares a large number of housing associations in the UK.
While CVCH has been undertaking the surveys since 2015/16, the most recent year has seen the highest scores ever with overall satisfaction at 97%.
Other findings reveal that:
- 92% of tenants find staff friendly and approachable;
- 92% rank the CVCH team as easy to deal with; and
- 77% believe that they listen to views and act upon them (a 17% improvement over last year).
The appointment of new repairs contractor (Wrekin Housing Group) contributed to a significant rise in satisfaction with repairs (from 69% to 85%) during 2020, resulting in 89% of tenants being pleased with the overall quality of their homes, and 88% satisfied with their neighbourhood as a place to live.
Head of Housing and Customer Services, Lee Steele, explains how CVCH is planning on taking the feedback and improving future services:
We are extremely proud of the results. While the increased satisfaction no doubt reflects on our highly-valued welfare calls and support during the pandemic, we are determined to do our best to maintain and improve the scores throughout 2021-22.
All teams throughout the organisation have really pulled out all stops this year, and it is encouraging to see how that effort is recognised by our tenants. We welcome all feedback provided in the survey and will use it to help understand our progress and opportunities for improvement.
For example, tenants have asked for more communication and we are working on a communications strategy to ensure that our residents are updated more regularly, while our Estates Team will continue to work on the education and enforcement of fly tipping throughout Castle Vale and identify new areas to improve for the benefit of the residents.
To read the full report, please visit: www.pioneergroup.org.uk/who-we-are/annual-reports
Feedback from residents is significantly important for housing associations in order to help shape services and deliver their commitment to the communities. Therefore in addition to the annual survey, an independent research company, DJS Research was commissioned on behalf of The Pioneer Group to speak to Castle Vale residents about their key concerns.
DJS spoke to over 100 people in Castle Vale about their experiences and find out what neighbourhood issues residents care most about. This research will go towards improving the way CVCH works. To view the results, check out the organisations latest video:
The Pioneer Group continues to welcome all feedback whether it’s a compliment or concern. To send your feedback to the team, click here to complete a feedback form.