This satisfaction survey was undertaken as part of a new annual Government requirement called the Tenant Satisfaction Measures (TSMs) and focused on how happy you are with the way Broadacres Housing Association (Broadacres) maintains your homes and delivers key services.
There are two parts to the Tenant Satisfaction Measures, 12 of the 22 indicators come from the satisfaction survey and the remainder are monitored through Broadacres internal management systems.
This report contains key results regarding rented customers’ opinions about their homes and the services provided. In addition, it summarises the results from similar surveys undertaken with leaseholders and shared owners.
About the Survey
In September and October 2023, many of you took part in an important survey.
The survey was carried out by telephone and online, by an independent market research company – Acuity Research and Practice. Incentives were used, with 5 randomly selected respondents winning a £50 shopping voucher.
The survey focused on how happy you are with the way Broadacres Housing Association (Broadacres) maintains your homes and delivers key services. It also collected the Tenant Satisfaction Measures (TSMs) as required by the Regulator of Social Housing.
This report contains key results regarding rented customers’ opinions about their homes and the services provided. In addition, it summarises the results from similar surveys undertaken with leaseholders and shared owners.
The results of the survey are submitted to the Regulator of Social Housing. We did this in June 2024.
Who answered the survey questions?
545 rented customers took part (427 by telephone & 118 online) out of a total of 6,048.
Because the results must represent who our customers are and the homes they live in, we set quotas for responses based on tenure type, age and geographical area.
The tables below show that the responses we received accurately represented all our customers when we considered geographical area, tenure type and age. We did not exclude anyone from our sampling and this meant we did not have to apply any weighting to the responses. This was verified by Acuity who did the surveys on our behalf. The surveys were completed either online or by telephone, so customers who do not have access to the internet were not excluded.
A breakdown of responses by geographical area, tenure type and age.
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Click here to see the tables
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Geographical area
Place
Population
Total survey responses
Number
Percentage
Number
Percentage
Stokesley / Great Ayton / Villages
758
13%
76
14%
Northallerton / Villages
742
12%
68
12%
Bedale / Dales / Villages
699
12%
56
10%
Richmond / Catterick / Villages
585
10%
51
9%
Northallerton Town
729
12%
69
13%
Thirsk / Scarborough
667
11%
60
11%
Thirsk Villages / Harrogate Villages
676
11%
60
11%
Easingwold / Villages
686
11%
64
12%
Selby / Villages
506
8%
41
8%
6048
545
Tenure type
Tenure Type
Population
Total survey responses
Number
Percentage
Number
Percentage
Assured Tenancy
5305
88%
501
92%
Affordable Rents
543
9%
35
6%
Starter Tenancy
174
3%
8
1%
Refuge
10
0%
1
0%
Step Up / Down
6
0%
0
0%
Hub Property (HDC)
5
0%
0
0%
MESNE Profit Account
4
0%
0
0%
Foundation Unit
1
0%
0
0%
6048
545
Age
Age Group
Population
Total survey responses
Number
Percentage
Number
Percentage
0 – 24
149
2%
5
1%
25 – 34
797
13%
63
12%
35 – 44
1104
18%
94
17%
45 – 54
995
16%
103
19%
55 – 59
548
9%
46
8%
60 – 64
525
9%
52
10%
65 – 74
897
15%
85
16%
75 – 84
662
11%
63
12%
85 +
355
6%
34
6%
Unknown
16
0%
0
0%
6048
545
What questions were asked
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The questions asked
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To see the questions asked, please CLICK HERE to download a PDF document.
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What the interviewers said to Broadacres customers.
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My name is [Interviewer Name] and I’m calling on behalf of Broadacres from an independent research agency called Acuity. We are carrying out short satisfaction surveys with Broadacres to find out how satisfied you are with your home and the services you receive from them. Would you be able to spare 10 minutes to go through the survey with me now? IF NO ASK; can I call back at another time?
The survey will be used to calculate tenant satisfaction measures to be published by Broadacres and reported back to the Regulator of Social Housing.
If the customer would like to verify the validity of this survey they need to contact Broadacres by email info@broadacres.org.uk or by phone 01609 767900.
Data sharing if challenged – “Your landlord will, from time to time, share your personal data with third parties for “legitimate interests”. This could be transferring it to repairs contractors to carry out repairs or for research purposes such as this, to ensure they are giving the best service possible. When signing your application form or agreement, you are automatically included in this legitimate interest clause which can also be found in the data privacy statement on your landlord’s website. You can however opt out of this by contacting your landlord. If you are not happy that your landlord has passed your details to us and would rather we did not contact you again, we can remove your details from system and flag this back to your landlord. I however urge you to contact them to request your details are not shared with other parties.”
Before we start, I need to make you aware that we are bound by the Market Research Society Code of Conduct. All calls will be recorded for training and quality purposes. Any information that you give us will be treated in confidence and will be used to find ways of improving the service that Broadacres provides. Broadacres will be able to identify you from your survey responses, are you happy to continue?
If asked – call recordings are stored for 90 days to allow our company to verify and validate the quality of interviews.
- Yes
- No
Your Views
Broadacres appreciates the time everyone took to complete the survey for us. It is important that through your feedback, we understand the services that work well and those we know can and should be, improved. Where you have said that you are happy for us to, we may contact you to discuss your survey responses, invite you to participate in other feedback events or ask for more information.
Carrying out this survey is just part of the work Broadacres does to involve you in developing services. As well as publishing the results of the survey, Broadacres plans to put the findings to good use by working with customers to further improve the services provided.
The table below shows details of the results:
Theme |
Measured by Broadacres |
Result |
Overall Satisfaction |
Overall Satisfaction |
86% |
Keeping properties in good repair. |
Satisfaction with repairs |
90% |
Satisfaction with the time taken to complete the most recent repair |
88% |
|
Satisfaction that the home is well maintained |
85% |
|
Maintaining Building Safety |
Satisfaction that the home is safe |
89% |
Respectful and helpful engagement |
Satisfaction that the Landlord listens to the tenant’s views and acts upon them |
80% |
Satisfaction that the landlord keeps tenants informed about things that matter to them |
83% |
|
Agreement that the landlord treats tenants fairly and with respect. |
88% |
|
Effective handling of complaints |
Satisfaction with the landlords approach to handling complaint. |
48% |
Responsible Neighbourhood Management |
Satisfaction that the landlord keeps communal areas clean and well maintained. |
60% |
Satisfaction that the landlord makes a positive contribution to neighbourhoods. |
77% |
|
Satisfaction with the landlords approach to handling anti social behaviour. |
69% |
The table below shows the end of year performance for the management indicators. These cover a range of safety compliance areas, such as whether or not homes have had their annual Gas Safey Check. It also looks at repairs, performance, complaints, and concerns about anti-social behaviour.
Theme |
Measured by Broadacres |
Results |
Keeping properties in good repair |
Homes that do not meet decent homes standard |
3.54% |
Non-emergency repairs completed within target timescale |
70.01% |
|
Emergency repairs completed within target timescale |
81.46% |
|
Maintaining building safety |
Percentage of homes that have had all the necessary gas safety checks |
99.89% |
Percentage of homes that have had all the necessary fire safety checks |
100% |
|
Percentage of homes in buildings that have had all the necessary asbestos safety checks |
100%
|
|
Percentage of homes that have had all the necessary water safety checks |
100% |
|
Percentage of homes in buildings where the communal passenger lifts have had all the necessary safety checks. |
100% |
|
Effective handling of complaints |
Number of Stage 1 Complaints received per 1000 homes |
40.21 |
Number of stage 2 complaints received per 1000 homes |
3.83 |
|
Proportion of stage 1 complaints responded to within the Housing Ombudsman Code timescales |
97.6% |
|
Proportion of stage 2 complaints responded to within the Housing Ombudsman Code timescales |
87.5% |
|
Responsible Neighbourhood Management |
Number of anti-social behaviour cases per 1000 homes |
44.4 |
Number of anti-social behaviour cases that involve hate incidents per 1000 homes |
1.05 |
PDF download - Customer Satisfaction Survey 2023
The survey focused on how happy you are with the way Broadacres Housing Association (Broadacres) maintains your homes and delivers key services. It also collected the Tenant Satisfaction Measures (TSMs) as required by the Regulator of Social Housing.
PDF download - Customer Satisfaction Survey