Increase in Customer Satisfaction
Results of a recent survey revealed that the number of tenants who are satisfied with opportunities for participation in decision-making with the Trust has increased. This includes working with tenant representatives on the Maidstone Residents Group, inviting people to join panels monitoring service, and encouraging feedback on everything from the experience of moving into a new home, to the design of the recent Tenants’ Handbook.
The survey of over 3000 customers also showed increased satisfaction with the repairs service and the quality of homes the Trust provides. 84% of customers felt that the Trust is good at keeping tenants informed of matters which affect them. In the past year the Trust has introduced an Estate Champions initiatives to encourage residents to report issues promptly and is working towards the governments Respect standards to tackle anti-social behaviour.
The Trust made a number of promises to tenants, including regeneration of the Park Wood and Coombe Farm estates, better repairs and improvements and more say in how things are done.
Since February 2004 the Trust has refurbished 2,671 kitchens, 2,550 bathrooms, installed double glazing on 119 properties, and new doors at 736, installed new heating at 807 and rewired 1,428 homes. The number of properties which reach the Government’s Decent Homes Standard has increased from just over 50% to 80% at 31 March 2006 and work is on target to have 100% of homes reaching the standard by the 2010 deadline.
Major work to create 164 new homes in Bell Road, Park Wood, is on schedule and thirteen families have moved in to date. Demolition of properties in Coombe Road began last month, where a further 164 homes will be built.
Chief Executive Peter Stringer said “The Trust has come a long way towards delivering our promises in our first three years. I am proud of our achievements, which would not have been possible without the hard work of staff and the involvement of residents.”
date published: 05/02/2007