Results on average across the sector and across the range of PIs are consistent with last year's results. However there remain significant differences between those at the upper and those at the lower ends of the performance spectrum.
Whilst average overall tenant satisfaction remains at 80%, unchanged from last year, the difference between the top and bottom ten percent of performers is 20%. That difference increases for satisfaction with repairs (23%) and with opportunities to participate (27%). On average tenant satisfaction levels with opportunities to participate are 13% lower than overall satisfaction.
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Clare Miller, Housing Corporation Director of Regulation, said: "Whilst we might not expect significant changes in the average national results for tenant satisfaction measures, given the three year cycle for results, the continuing disparity between the best and worst performers is disappointing. Quality of service and resident perceptions of their landlords are firmly at the heart of the new regulator's priorities. Housing associations will need to focus on addressing these issues if they are to better meet expectations."
(CD/JM)
