Resident satisfaction
At Ealing Homes our mission statement is ‘to achieve the highest levels of resident satisfaction in everything we do’.
We measure satisfaction across a range of our services to assess how well you think we are performing, to make changes when you aren’t satisfied and to maximise resident satisfaction in all areas.
These satisfaction surveys provide highly valuable information to everyone at Ealing Homes. It is important to also share this information with you to make sure you are fully involved and can view all the feedback results.
The table below shows satisfaction with our major service areas over the past four quarters. These areas are Antisocial Behaviour (ASB), Caretaking and Cleaning, Home Ownership, New Tenants, Rents, and Repairs and Maintenance. The second and third tables then provides full satisfaction reports on each area for each quarter, which go into more detail about particular aspects of each service.
Current Satisfaction Scores |
||||
 |
||||
|
Service Area |
2009/10 |
2010/11 |
||
|
Q2 |
Q3 |
Q4 |
Q1 |
|
|
ASB |
61% |
78% |
59% |
64% |
|
Caretaking & Cleaning |
71% |
72% |
75% |
69% |
|
Homeownership |
58% |
41% |
63% |
67% |
|
New Tenants |
97% |
99% |
95% |
93% |
|
Rents |
76% |
81% |
81% |
89% |
|
Repairs |
92% |
93% |
91% |
92% |
|
Average |
76% |
77% |
77% |
79% |
2010/11
|
ASB |
Caretaking |
Home Ownership |
New Tenants |
Rents |
Repairs |
2009/10
|
ASB |
Caretaking |
Home
|
New
|
Rents |
Repairs |
2008/09
|
ASB |
Caretaking |
Home
|
New
|
Rents |
Repairs |
We also arrange for an independent survey to be carried out which focuses on overall
satisfaction with Ealing Homes and covers several service areas. The last survey took place in
Autumn 2009 and the results can be seen
here
.
Performance reporting
Ealing Homes uses a robust performance management framework to continuously improve the
services it delivers to you, our residents. By monitoring performance indicators, we can
measure how we're doing against our organisational strategic objectives. This performance
information is produced on a regular basis for a range of stakeholders including residents,
internal managers, and the Ealing Homes Board.
We produce monthly reports showing how we are doing against a range of performance indicators that measure key issues such as repairs and maintenance, dealing with antisocial behaviour and meeting the Decent Homes standard.
By considering all results in these areas Ealing Homes, the Board and the London Borough of Ealing are able to assess our overall performance.
Performance information is also available in the resident newsletter Key Issues .
Improving services
The Improvement Plan 2009/11 sets out the key improvements that we are seeking to achieve. The improvements were taken from various sources including residents' feedback, the 2008 Audit Commission inspection, satisfaction surveys, learning from complaints and a review of our business processes and systems.
What are Performance Indicators?
Performance Indicators provide a measure against which local authorities, housing organisations, service users, auditors, inspectors and others can judge how well an organisation is performing. Over time, they also form the basis for promoting and assessing continuous improvement.
Why measure performance?
We need to measure our performance to assess how well we are doing and how we can
improve.
To maintain and improve good performance we must agree objectives and monitor ourselves against targets. Ealing Homes uses this information to identify areas where we are functioning poorly, to help with decision making and to set future targets.
Objectives of performance measurement:
- Improved public services: performance measurement is one essential element to secure continuous improvement
- Improved accountability: clarifying the outputs and outcomes that are achieved for the
resources makes it easier to hold organisations accountable.