satisfaction up despite pandemic | believe housing

satisfaction up despite pandemic

15 March 2021 - Latest news

Independent research has found that customer satisfaction in believe housing has increased during the coronavirus pandemic.

The Survey of Tenants and Residents (STAR), carried out every year, has revealed that satisfaction in services from believe housing has reached 86.8%. It puts believe housing in the top-ten of best performing housing providers surveyed across the country.

One of the greatest improvements in customer satisfaction has been seen in the information provided by believe housing. Customer surveyed scored ‘keeping you informed’ at 8.9 out of 10, up from 8.5 last year. The attitude of believe housing staff was again scored highly by customers at 9.2 out of 10. And being treat fairly was scored at 9 out of 10 by customers too.

A sample of more than 1,000 believe housing customers were interviewed at random for the survey, which covers the 2020 calendar year. The research, by The Leadership Factor, is conducted for more than 170 housing associations up and down the country.

The survey also found that 9 out of 10 believe housing customers trusted believe housing and felt that the housing association delivered services that met their needs.

Head of Strategy and Performance at believe housing, Louise Taylor, said: “We all know that 2020 was a tough year for most people. So, the results of this latest research are really important.

“We’ve had to change a lot of things during the last 12-months to deliver services to customers during the coronavirus pandemic. It’s great to see that so many of our customers have been satisfied with how we’ve been working to keep them safe while still providing as much support and advice as possible. We’ve listened carefully to customers during the year about the information that is most important, so this result is extremely pleasing.

“It’s also brilliant to see that trust in believe housing, and the attitude of our staff scored so highly. In a year when many of our staff like gas engineers have been on the front line of keeping customers safe during the pandemic, that’s really rewarding.

“All of the feedback we’ve received is invaluable in helping to shape the future of our services as we look beyond the current coronavirus situation.”

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