Star Survey 2019

We are pleased that the results of the Star Survey tell us that we are doing some things really well. However, it has also flagged some areas where we are not doing so well and need to work to improve. 

Image showing results of the star survey

You can also view this image as a PDF:  Residents Star Survey [pdf] 297KB

Changes Since 2016

We are disappointed that overall customer satisfaction has decreased from 81% very satisfied customers in 2016 to 77.2% in 2019.

Overall quality of your home was at 83% of very satisfied customers in 2016, compared to 79.7% this year, but your rent provides value for money has risen nearly 6% from 81% in 2016 to 86.8% in 2019.

The way Estuary Housing Association deals with repairs and maintenance has decreased from 72% of very satisfied customers in 2016 to 62.3% in 2019 and Estuary Housing Association listens to your views and acts upon them also shows a decrease from 67% in 2016 to 64.6% in 2019.

Your neighbourhood is a safe place to live shows a small decrease from 76% in 2016 to 73.5% in 2019, with keeping you informed on the things that affect you staying steady with 77% in 2016 and 76% in 2019 being very satisfied.

In 2019, 60.7% were very satisfied with service charge providing value for money, compared with 62% in 2016 and opportunities Estuary offers for you to be involved has increased from 70% in 2016 to 77.4% in 2019.

 

What's Important to You

Average importance rating of the following to tenants, where 1 is of no importance and 10 is extremely important.

Overall quality of your home came in as most important at 9.6 out of 10.

Your rent provides value for money, the way Estuary Housing Association deals with repairs and maintenance and staff keeping promises and commitments all scored 9.4.

Your neighbourhood as a place to live scored 9.3 and Estuary Housing Association listens to your views and acts upon them came in at 9.2 out of 10.

Keeping you informed on the things that affect you scored 9.1 out of 10 with the way that cleaning of communal areas is handled was just behind with 9 and the way that grounds maintenance (gardening) of communal areas is handled at 8.9 out of 10.

Your service charge provides value for money scored 8.6 out of 10 with the opportunity Estuary offers you to be involved came in at 7.4 out of 10.

 

The Things Customers Are Most Happy With

Scoring rated from 1 to 10.

Rent providing value for money was scored highest at 8.3.

Quality of your home came in at 7.9, closely followed by opportunities Estuary offers with 7.8 and keeping you informed on the things that affect you scored 7.7.

Your neighbourhood as a place to live was a little lower at 7.5.

 

The Things Customers Are Least Happy With

Scoring rated from 1 to 10.

A close run result, staff keeping promises and commitments scored 7.0, your views being listened to 6.9 and repairs and maintenance service 6.7.

Upkeep of communal areas and services charges were both scored at 6.6.

 

So What's Next?

The good news is we are already working on some of the areas that require improvement. 

 
Repairs Icon We are in the process of procuring a new repairs contractor - our residents are helping us choose the contractor.
Cleaning Icon We are working with our resident scrutiny group who have completed a review of the cleaning and grounds maintenance service to improve the service. 

 

Our Promise To You

Star Icon The Star Survey will be repeated again in 2020.
Star IconWe will provide regular updates to our residents.