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Residents Make Housing Association Number One

An independent customer satisfaction survey has resulted in Durham Aged Mineworkers’ Homes Association being ranked the best in England by its own residents.

DAMHA scored the highest overall satisfaction rates in areas such as the quality of service it provides, the quality of homes it provides and the responsiveness of its repairs and maintenance service.

The status survey for general needs housing providers, which housing associations are required to carry out every three years by the national regulator, the Tenant Services Authority, revealed:

  • 93% of residents are satisfied with the overall service they receive
  • 95% of residents are satisfied with the overall quality of their home
  • 92% of residents are satisfied with the general condition of their home
  • 91% of residents are satisfied with the neighbourhood in which they live
  • 92% of residents are satisfied their rent provides them value for money
  • 91% of residents are satisfied with DAMHA’s ability to deal with problems
  • 87% of residents satisfied with the outcome of problems dealt with by DAMHA
  • 93% of residents are satisfied with DAMHA’s repairs service
  • 93% of residents are satisfied with being kept informed by DAMHA.

Of the 9 key indicators listed above, DAMHA, which owns and manages just over 1,600 homes throughout County Durham, Gateshead, South Tyneside and Sunderland, is ranked outright top in 6 indicators, joint top in 1 indicator and second in two indicators.

Nationally, these figures - which are published by the TSA and externally benchmarked by performance improvement organisation Housemark - mean DAMHA is ranked the best overall in customer satisfaction.

Gordon Gray, Chief Executive of DAMHA, said: “The credit for this tremendous achievement must be shared between our staff, whose care, commitment and dedication provide such excellent service for our residents, our board of trustees, our contractors and consultants and, not least the residents themselves.

“They can feel very proud of what we have achieved. It is the involvement of our resident in various ways that has played a huge part in driving the organisation forward.

“It is also further evidence that big is not always beautiful and it is the little guys who still deliver the best service.”

Una Mack, a DAMHA resident of 14 years living at Waterson Crescent, Witton Gilbert, near Durham, said: “The Association’s customer service is excellent and it doesn’t matter whether you are speaking to Gordon, the Chief Executive, or someone on reception, you always feel like you are being listened to and that no issue is too small for them. They really are top notch.

“I have come across a number of other organisations and I can say no-one comes near to DAMHA. The organisation is unique.”