SHP Confidence and Communications Survey

Overview

We regularly check upon tenant and resident satisfaction with the services we provide in order to learn from this insight and so we can improve what we do and the positive impact it has for our residents and where they live. 

This feedback tells us that around 75% of residents are happy with how we deliver services like repairs and are pleased with the outcome.

However, we want to address the 25% who don't feel able to say this or are unhappy because the service has not delivered for them. Their feedback often refers to:

• Staff they speak to not understanding what is required or not being sympathetic or supportive
• Poor communication with the resident if there is going to be a delay or something changes 
• Not being clear about when work will happen or not happening within a reasonable timescale

We are committed to addressing these problems and our survey this month is asking about the steps we are and should be taking to build resident confidence that SHP can be relied upon to deliver effective and timely services.

Why your views matter

Your answers and feedback will truly help us understand how you see things and why you feel that way. And, more importantly, help us decide where and how we make changes to make things better for all our residents.

Your answers WILL make a difference.