21/11/2023

Resident satisfaction

A picture showing a sad, indifferent and happy face. The hand is picking up and choosing the happy face to symbolise their choice to feel happy.

In 2022, we carried out a resident satisfaction survey to understand how you feel about our services. The survey was based on the Survey of Tenants and Residents (STAR) framework, which is used by all social housing landlords. The survey questions covered issues including the overall service provided by Hightown, quality of home, repairs, safety and security of home, how easy it is to deal with Hightown and the heating and energy efficiency in the home.

We found that tenants were more satisfied with our overall services than homeowners, although tenant satisfaction had fallen from 73% in 2020 to 65% in 2022. Homeowner satisfaction has remained broadly the same as 2020 falling slightly from 40% in 2020 to 39%. The survey results provide an opportunity to review key service areas and make improvements.

We carried out an analysis to identify any key drivers or correlation between overall satisfaction and any of the individual measures. We identified nine themes which impacted on overall satisfaction with Hightown’s services, and co-produced an action plan with a focus group of residents, which is being implemented throughout 2023/24.

The nine themes for the action plan are:

  • Communication
  • Giving residents a say in how services are managed
  • Hightown listens to residents’ views and acts upon them
  • Quality of information
  • Cleaning
  • Grounds Maintenance
  • Energy Efficiency of the Home
  • Building Safety
  • Anti-Social Behaviour

Actions have been set against each of these themes, with target completion dates throughout the year. Progress against the against plan is monitored by the Residents Voice and Scrutiny Panel quarterly, and is also reported to Hightown’s Operations Committee, which is made up of Board members.

We have recently carried out this year's STAR survey, which now includes some new Tenant Satisfaction Measures which have been set by our Regulator. The survey closed at the end of September and we are analysing the results which will be shared with our Regulator. We will also develop a new action plan to address any patterns or themes identified to continuously improve our services to residents. 

If you would like to be involved in developing and influencing this action plan, please email involve@hightownha.org.uk or follow this link to see the range of ways that you can get involved or visit our resident involvement page.