An update on our service performance
In the pages that follow, we delve into the results of our recent Resident Satisfaction Survey, a vital tool that has given us invaluable insights into your experiences and perceptions. This survey has not only served as a reflection of the past year but also helps to guide our path forward.
Your participation has been fundamental in shaping our understanding of what we're doing well and, more importantly, where we can improve. With a heartening 74% of you expressing overall satisfaction, particularly in areas such as the safety of your homes and the accessibility of our services, we've been reassured that our efforts are resonating positively with many of you.
However, we're acutely aware that there's always room for growth. We also acknowledge the importance of addressing concerns, as evidenced by the seven formal complaints received from residents in 2022/23, reminding us that there is always room for improvement. Your feedback is a powerful tool for change, and we are committed to not just listening but actively responding. In this section, we not only look back at the achievements and challenges of the past year but also set our sights on the future, outlining how your valuable feedback is shaping our actions and strategies.
As we move ahead, our focus will be on enhancing areas identified in the survey and complaints received, such as grounds maintenance and repair efficiency, while continuing to strengthen our communication channels and digital services. The survey has been a reminder of the dynamic nature of our residents' needs and expectations. In response, we're doubling down on our commitment to improve and innovate, ensuring that every aspect of our service delivery aligns with the high standards you expect and deserve.
In the spirit of transparency and collaboration, this section of the report is not just an account of what has been, but a pledge of what will be. It's a commitment to ongoing improvement, driven by your experiences and guided by your voices. We're excited to embark on this journey together, and we thank you for your continued trust and engagement.
High Overall Satisfaction: A strong 74% of residents reported being satisfied with English Rural's services, highlighting the effectiveness of our initiatives and our commitment to resident services.
Safe Homes Priority: English Rural has prioritised safety, with a high level of satisfaction reported in the provision of safe homes, reflecting our dedication to residents' security and peace of mind.
Effective Communication: Residents appreciate English Rural's approachability and ease of interaction, highlighting our efforts in maintaining clear and understanding communication channels.
Committed to Fair and Respectful Treatment: A significant proportion of residents feel they are treated fairly and with respect, underlining our commitment to equality and dignity in all resident interactions.
Positive Perception of Digital Services: The survey indicated a strong satisfaction with English Rural's digital services, emphasising our strides in adapting to modern communication and service platforms.
Active Engagement in Service Improvement: English Rural is actively addressing areas of concern such as grounds maintenance and repair efficiency, demonstrating our responsiveness to resident feedback.
Improving Energy Efficiency: Residents have acknowledged improvements in energy efficiency, reflecting English Rural's commitment to sustainability and reducing living costs.
Well-Maintained Properties: A significant percentage of residents are satisfied with the maintenance of their homes, indicating success in our property management and upkeep efforts.
Responsive to Cost-of-Living Challenges: English Rural's initiatives, such as the Household Support Fund, show a proactive approach to addressing the financial challenges faced by residents.
Trust in English Rural: A Net Promoter Score of +27 indicates a substantial number of residents are likely to recommend English Rural, reflecting the trust residents have in our services.
At English Rural, we're always striving to provide the best possible living experience for our residents. Your feedback is invaluable, and we're committed to making positive changes based on your feedback. Here's how we're planning to enhance our services.
1 Upgrading Grounds Maintenance: We're dedicated to improving the upkeep of communal areas, ensuring that gardens, hedges, and grass are maintained to the highest standard for a more pleasant environment.
2 Updating Repair Services and Improving Contractor Performance: We are actively working to make repair processes quicker and more efficient, while simultaneously reviewing our contractor partnerships to ensure high-quality service delivery.
3 Enhancing Communication and Digital Services: We're enhancing our communication strategies and digital platforms to ensure you're well-informed and your feedback is quickly addressed. Our focus is on user-friendly online services, making support easily accessible and ensuring your voice is heard and acted upon efficiently.
4 Boosting Energy Efficiency: We're continuing to invest in energy-efficient solutions for your homes, aiming to reduce utility costs and contribute to a greener, more sustainable community. Our Stock Condition Survey will ensure we take the right approach.
5 Addressing Damp and Mould Concerns: We're taking proactive steps to tackle damp and mould issues, ensuring we continue to make your homes comfortable and healthy places to live.
