Latest tenant satisfaction survey published
Published: Wed, 19 Sep 2012
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The 2011 Continuous Tenant Omnibus Survey (CTOS) is now available to download.
1110 KB)This annual survey measures tenant satisfaction and this was the eighteenth comprehensive assessment of the attitudes of Housing Executive tenants to be carried out since 1994.
Key findings
Household characteristics
- The average number of people per household was 2.09, compared with 2.05 in 2010.
- More than one-tenth of people living in Housing Executive dwellings used mobility aids indoors or outdoors.
- Of all households, almost half had one member and almost one-sixth had two members or more who had a health problem.
- Single person households make up more than 40% of Housing Executive homes.
Internet & mobile
- Almost half of households had a home computer. Of these, 93% had internet access from it.
- Regardless of whether or not households had access to the internet, 20% said they would, if they could, access Housing Executive services via our website, particularly to report a repair.
- 82% had a mobile phone and 63% of mobile owners used texts. 23% said they would, if they could, contact a Housing Executive service via text, particularly to report a repair.
- More than one-quarter of mobile phone owners said they would allow the Housing Executive to contact them via text regarding repairs.
Bank/Building society account
- More than two-thirds of all respondents had a bank/building society current account.
- Almost three-quarters received full Housing Benefit and therefore did not pay rent, while 11% paid their rent at a post office or at a Pay Point/Zone
Contact with the Housing Executive
- Almost three-quarters of those surveyed had tried to contact the Housing Executive by telephone in the 12 months before interview. Of these, 89% were satisfied with telephoning the Housing Executive.
- One-quarter had visited a Housing Executive Office in the 12 months before interview. The majority of those (89%) had to wait less than 15 minutes to speak to the right person . Overall satisfaction with visiting an office was 82%.
Home repairs
- Almost three-quarters of those asked had reported a repair to a Housing Executive office in the 12 months before interview. Of these respondents, 87% were satisfied with how staff had dealt with their request.
- 78% of people who had reported a repair had been advised when the work would be completed; 83% of these said the work has been completed within the time they had been advised.
- 90% had had the repair completed by the time of interview. Among these respondents, satisfaction levels were high (over 90%)
- Overall satisfaction with the repairs service was 74%.The main reasons for dissatisfaction with the repair service remain similar to previous years, with respondents stating 'still waiting for work to be done/acknowledged’, ‘poor quality contractors/poor workmanship’ and ‘repairs not completed well/took several times to fix properly'
Anti-social behaviour
- A small proportion (6%) of all respondents had reported an incident of anti-social behaviour to the Housing Executive within the 12 months before interview.
Formal complaints procedure
- More than half of those asked were aware of the Housing Executive’s formal complaints procedure but only 4% had made a formal complaint.
Housing Benefit
- 80% of households in the survey were currently receiving Housing Benefit.
- Over 90% said the information provided by the Housing Benefit notification was clear and understandable.
- 58% of Housing Benefit recipients were aware they had the right to have their entitlement reviewed by an independent tribunal.
Tenant consultation
- More than two-thirds were satisfied that the Housing Executive takes their views into account; similar proportions were neutral (14%) or dissatisfied (13%) and five per cent did not know.
- Overall, almost three-quarters (71%) of respondents said the Housing Executive consults with them very well or quite well.
Telephone contact
- 94% of those who had telephoned a Housing Executive office in the 12 months before interview said the member of staff they had spoken to had dealt with them in a courteous manner.
Housing Executive services overall
- Overall, 87% of respondents were satisfied with the service provided by the Housing Executive.
