Customers give big endorsement of Thenue’s work in wide-ranging satisfaction survey
The sparkling set of results - with most approval ratings at 90% or above - confirm the Association remains highly regarded by the people it serves.
The survey carried out by a research company with 1,123 tenants, found that a massive 92% of people said they were very satisfied or fairly satisfied with the service provided by Thenue.
The survey was immediately welcomed by the Association which said it “always placed the highest possible emphasis on making sure its homes and its service met their tenants’ expectations”.
Satisfaction with the repairs and maintenance service was a healthy 89% among those who had a repair carried out in the last 12 months. That figure rose to 91% among tenants who had ever had a Thenue repair.
The overall quality of customer service is rated very highly with 93% of all respondents rating it as good or very good.
Some of the other eye-catching findings are:
- 90% were satisfied with the quality of their home.
- 90% were satisfied with the overall service from Thenue with 43% “very satisfied” and 47% “fairly satisfied”
- 88% were satisfied with Thenue’s management of their neighbourhood.
Researchers from ibp Research & Strategy who carried out the survey also found value for money scored highly among those responding. Thenue has put value for money at the heart of everything it does and the message has clearly struck a chord with tenants. On rents, 77% said what they pay was good or very good value.
Researchers also found widespread support among customers for Thenue’s high profile welfare rights and money advice activities with 79% of people aware such help was offered by the Association.
Chief executive Charles Turner said: “These findings are an important snapshot of customer opinion which enhances and influences our work at every level.
“We are naturally very pleased indeed to learn what people think of us and the work we carry out. Our value for money approach has clearly resonated with our customers and we endeavor at all times to deliver on that.
“The figures also illustrate the dedication, hard work and professionalism of our Board and every single member of staff. The research also highlights some of our work ahead. For example, it tells us that around 57% of our tenants are in fuel poverty, but 60% do not have the skill or knowledge to be able to switch energy supplier in order to get a better deal.
“This is an area we can help our tenants maximise their income and also stay warm over the winter. Working together we create better homes and stronger communities…making people happy.”