SHP Confidence and Communications Survey

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Closes 23 Nov 2025

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Confidence in SHP survey

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.

1. Thinking about your last interaction with us, how satisfied were you that the staff member you spoke to fully understood your problem and was supportive?
(Required)
2. How satisfied or dissatisfied are you with how SHP keeps you informed about the progress of your service request?
(Required)
3. How clearly did we explain how long it would take for your repairs report to be dealt with? Please rate your response.
(Required)
4. Would you find a mobile phone app useful to report and keep track of your repairs status?
5. What is your primary preferred method for receiving non-urgent community news and general updates (e.g., upcoming events, maintenance schedules, community reminders)? You can tick more than one.
(Required)

Anything else you would like to suggest?

6. Please tell us what social media channels you use.
(Required)

Tell us if you have another favourite social media channel that you use