The views of our residents are vital in helping shape the future of the organisation, and that is why we need you to become our Influencers of the future by having your say in this year’s survey. This year, we are combining our annual National Residents’ Survey with the Care Survey for residents who receive care directly from Housing 21. We are required by law to run a survey for our residents which includes 12 Tenant Satisfaction Measures (TSMs) set out by the Regulator of Social Housing which will be combined with seven questions around the care services Housing 21 provide. The survey will launch on Monday 2 September for all residents.
How this year’s survey is going to work
Due to some of the complications we had last year with the delivery of the survey, managers will receive a batch of surveys for all residents at their scheme. Ahead of the survey launch date on 2 September, managers will deliver these to residents for you to complete, enclose and give back to your scheme manager by Saturday 21 September. They will then send the batch of completed surveys back to our research partner for the survey, Acuity, to collate and analyse the results.
There will also be 10x£50 Love2Shop vouchers up for grabs!
Acuity will put the names of residents who have completed the survey into a prize draw and 10 residents will be picked at random to win a £50 Love2Shop voucher. Acuity will only send the names of the 10 residents and your name will not be linked to your survey, so your feedback remains anonymous to us.
If you have any questions about the process, please speak to your scheme manager.
If you have any questions about the survey, please contact research@housing21.org.uk.
'You said, we did’
It’s really important we get feedback from our residents to help improve the delivery of our services. To demonstrate this, we’re sharing your feedback from last year’s 2023 National Residents’ survey and what changes have been made as a result.
The first piece of key insight was around complaints services and how complaints are handled. Based on your feedback, a review of the complaint’s procedure was undertaken, and we implemented increased training for employees handling complaints, developed a process for quality assurance and a new Customer Charter, taking inspiration from other organisations who demonstrate great customer service.
We also had feedback to improve our regional communications and engagement. This includes the promotion of regional residents’ forums chaired by Regional Operations Managers and providing these regional updates in the Court Newsletter. We also wanted to increase access to our online engagement events / webinars and ensure they’ve been recorded and uploaded to YouTube and the website for you to easily watch at a later date if you’re unable to access the live event.
Based on feedback, we have also implemented and continue to incorporate a review of our Anti-Social Behaviour (ASB) policy and procedure, making the guidelines clearer and promoting this through scheme meetings, the court newsletter and website. This will be an ongoing process whilst we provide additional training for managers around ASB processes and procedure to ensure we can support residents as effectively as possible.
We’re also striving to improve how residents see our contribution within their neighbourhoods with a number of initiatives and this year, have made the Resident Satisfaction Fund available to support with events and encourage community engagement.
