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| 2010/2011 Maintenance Satisfaction |
| Survey Results Summary |
| Survey |
Q1 |
Q2 |
Q3 |
Q4 |
Total |
| Number of tenants happy with the service |
76 |
72 |
82 |
119 |
349 |
| Number of tenants unhappy with the service |
3 |
1 |
3 |
4 |
11 |
| Total of respondents to date |
360 |
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| Survey Synopsis |
- 19% of tenants have been a tenant of New World for under 1 Year.
- 17% of tenants have been a tenant of New World for between 6 and 10.
- 47% of tenants have been a tenant of New World for between 11 and 20 years.
- 37% of New World homes are occupied by families with children under 16 years old.
- 20% of homes are occupied by people aged 60 or over.
- 44% of tenants are Chinese or Vietnamese.
- 30% of tenants are very satisfied with the overall services that are provided.
- 51% of our tenants are fairly satisfied with the overall services that are provided.
- None of the tenants are very dissatisfied with the overall services that are provided.
- 59% of tenants are fairly satisfied with the general condition of their property. Tenants consider 3 most important services provided by New World are:
- 85% - repair and maintenance.
- 53% - overall quality of home.
- 47% - keeping tenants informed.
- 93% contacted the association by phone.
- 2% contacted the association by visiting the office.
- 64% last contacted the office about repairs.
- 21% last contacted the office about rent/housing benefit.
- 74% of tenants when last contacted the office, found it easy to get hold of the right person.
- 65% of tenants when contacted the office, said staff were able to deal with their problem.
- 22% are very satisfied with the way we deal with repairs and maintenance.
- 54% are fairly satisfied with the way we deal with repairs and maintenance.
- 2% are very dissatisfied with the way we deal with repairs and maintenance.
- Methods of communication/informing tenants are:
- 10% open meetings/AGM.
- 28% by letter.
- 29% by phone.
- 6% by visit.
- 15% by email.
- 10% by newsletter.
- 76% are very/fairly satisfied that their views are taken into account by the association.
- 4% are fairly dissatisfied that their views are taken into account by the association.
- 87% are very/fairly good at being informed by the association regarding issues that affect them.
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New World Housing Association
8 Grange Mills, Weir Road, Balham, London SW12 0NE
Tel: 020 8675 0320
Fax: 020 8675 9388
info@newha.co.uk
New World Housing Association is an exempt charity and is registered under the Industrial and Provident Societies Act 1965.
New World is registered with the Tenant Services Authority No: LH3980
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English