LEVELS of satisfaction among Worcester Community Housing (WCH) customers are the highest among similar sized housing associations in the region.

The verdict was delivered by customers in the 2009 tenant satisfaction survey, or STATUS survey as it is more commonly known. The survey is a standard one, which other housing associations use and compare performance against.

The results show that overall, WCH tenant satisfaction ratings sits at 88%, which places them firmly at the top of the regional league table. It also rates positively against the national benchmark of 79% (Housemark sample).
 
Customer Services Director Jean Dalziel said: "We are rightly very proud of our commitment to customer care and to delivering excellent services. To see the many improvements we have made over the last few years endorsed by our customers in this way, is the best possible result."

The survey has a 44% response rate with 2,364 customers responding via the postal questionnaire. Results show improved satisfaction across the board including overall quality of accommodation (86%), repairs and maintenance (84%) and how enquiries are dealt with (76%).

Jean added “As an organisation, we remain focused on improving our performance and increasing satisfaction levels. The verdicts customers have delivered will inform our Service Improvement Plans and help us to make sure we continuously improve in all we do." 

OVERALL FINDINGS
• 88% of customers are satisfied with the WCH service.
• 84% are happy with our repairs service.
• 86% are satisfied with the overall quality.
• 69% are satisfied WCH keep customers informed.
• 76% are happy with how enquiries are dealt with.

WANT TO KNOW MORE?
We will be holding STATUS Survey Information sessions for customers where we will go through the results in full and explore in more detail some of the issues raised. The sessions will be held on:
• Monday 23rd November, 10am-12pm in James Close Communal Room
• Tuesday 24th November, 6pm-8pm in Furness Close Communal Room
• Thursday 26th November 10am - 12pm at the Tolly Centre
• Friday 27th November 10am - 12pm in Dancox House Community Room
• Monday 30th November 6pm - 8pm at The Green Centre
• Tuesday 1st December 6pm-8pm at Ronkswood Community Centre