Tenant satisfaction survey results (2021)
Earlier this year Apex commissioned a survey of tenants living in houses, apartments and sheltered housing; with 1,098 tenants taking part. The results of the survey will be analysed and a plan of action developed in order to keep improving our services.
Overall satisfaction
85% of respondents were satisfied with the quality of their home.
83% were satisfied with the overall condition of their home.
85% were satisfied with the heating and energy efficiency of their home.
87% of respondents were satisfied with the overall service provided by Apex, 2% higher than the UK median.
Three fifths (60%) of respondents were likely to recommend Apex to family or friends.
Repairs
Over two thirds (69%) of respondents had had a repair carried out in the property in the last 12 months.
Of those respondents, 80% were satisfied with the way Apex deals with repairs and maintenance, 3% higher than the UK median.
Trust and respect
92% of respondents agreed that Apex “has friendly and approachable staff”.
89% reported that Apex were easy to deal with, 4% higher than the UK median.
However, those taking part were less likely to agree that Apex “has a good reputation in my area’ (77%); “keeps its promises” (75%); and “I feel valued by Apex” (78%).
Anti-social behaviour
Only 14% of respondents had reported anti-social behaviour to Apex in the last 12 months with almost half (46%) saying overall they were dissatisfied with the way their anti-social behaviour complaint was dealt with.
Similarly, 47% were somewhat or very dissatisfied with the final outcome.
Advice and support
Over two thirds (68%) of respondents were satisfied with the support they received from Apex when claiming Universal Credit, Housing Benefit and other welfare benefits.
Over two thirds (67%) said they were satisfied with the advice and support received from Apex with managing their finances and paying for rent and other services.
Complaints
Two thirds (66%) of respondents were aware that Apex has a formal complaints procedure.
9% reported that they had made a complaint to Apex in the last 12 months. Of these, 80% said that making the complaint was fairly or very easy.
Neighbourhood and estate services
86% of respondents were satisfied with their neighbourhood as a place to live with only 8% expressing dissatisfaction.
81% of respondents were satisfied with Apex’s management of the neighbourhood they live in.
Overall, 25% of respondents said that their area had improved slightly or greatly in the last three years.
Value for money
Over three quarters (78%) of respondents were satisfied that their rent provides value for money.
Communication
Going forward, 84% of respondents said they would prefer to use the telephone as a means of getting in touch with and being kept informed by Apex.
82% of respondents had not used the online services provided by Apex and only 1% were dissatisfied with the services.
Care and support
Sheltered tenants were most likely to express satisfaction with the safety and security of their home (96%) and the call centre / emergency call system (92%).
A greater proportion confirmed dissatisfaction with the frequency of contact with their scheme worker (14%) and with the facilities at their scheme (14%) than other aspects.
