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High satisfaction rates

High satisfaction

An independent survey of people living in homes owned by DAMHA has revealed the highest-ever resident satisfaction rates.

Every three years, all housing associations need to take a confidential tenant satisfaction survey.

Known as a STAR (Survey of Tenants and Residents) survey, it gauges residents’ opinions in a range of different areas, including the quality of services they receive from their landlord, the quality of their home, whether they receive value for money and the responsiveness of their repairs and maintenance service.

This is the third survey undertaken by Durham Aged Mineworkers’ Homes Association (DAMHA). Significantly, it reveals very high levels of resident satisfaction in all the key areas.

Residents were randomly selected by area to take part and questionnaires were sent to 570 of DAMHA’s 1,700 homes. Over 50% too part and the results can be summarized as follows:

  • 94.5% of residents were satisfied with the services provided by DAMHA (92,9% in 2010 and 94.4% in 2013)
  • 95.7% of residents were satisfied with the quality of their home (94.3% in 2010 and 93.8% in 2013)
  • 97.3% of residents were satisfied with their neighbourhood as a place to live (90.7% in 2010 and 96.1% in 2013)
  • 92.5% of residents stated they received value for money for their rent (91.4% in 2010 and 92.2% in 2013)
  • 96.5% of residents were satisfied with the way in which DAMHA deals with their enquiries (92.8% in 2010 and 95% in 2013)
  • 95.5% of residents were satisfied with the quality of repair and maintenance work done to their homes (92.8% in 2010 and 92.1% in 2013).

As part of the survey DAMHA was ranked alongside other housing associations of its size.  In the vast majority of indicators, it was either 1st or 2nd.

Paul Mullis, Chief Executive of DAMHA, said: “It’s difficult, when you start off with such high resident satisfaction, to maintain these levels. But we are pleased to have been able to achieve this in our latest STAR survey.

“It says a lot about the commitment and professionalism of all staff at DAMHA. They strive constantly to deliver an excellent service to our residents.

“But I would also like to thank the residents themselves for all the support they give us. It’s pleasing that they see the efforts we are making to make their homes and communities the very best places possible.

“We will, of course, not be resting on our laurels. We will be seeking to improve even further over the next three years.”