Resident satisfaction at Gateway

Published: 17 March 2010

Thank you to all our residents who filled in the STATUS survey in autumn 2009.

We received 836 responses which is 38% of our residents. The last STATUS survey was carried out for BGVPHA in 2007.

The survey shows differing levels of satisfaction within the three main Gateway resident groups. Sheltered tenants tend to be more satisfied than general needs tenants and leaseholders and shared owners.

Overall satisfaction with services provided by Gateway is 64%, which although this cannot be compared directly with the last STATUS survey in 2007 for BGVPHA, has fallen from 71%.

Many responses highlighted areas of concern, mainly with our repairs and maintenance service and contacting Gateway.

Satisfaction with services	General needs tenants	Sheltered tenants	Leaseholders and shared owners	Gateway overall
Number of responses	36%	46%	29%	38%
Services provided by landlord	59%	88%	43%	64%
Quality of home/accommodation	68%	92%	84%	72%
General condition of property	64%	93%	n/a	69%
Neighbourhood	75%	80%	73%	76%
Value for money for rent	59%	83%	36%	63%
East of getting hold of right person	41%	67%	34%	44%
Helpfulness of staff	55%	79%	48%	58%
Staff's ability to deal with problems	51%	72%	49%	54%
Satisfaction with outcome of contact	41%	79%	27%	46%
Repairs and maintenance	51%	77%	35%	56%
Told when workers will call	65%	80%	46%	67%
Rate of work completed	63%	73%	50%	65%
Attitude of workers	77%	93%	46%	67%
Quality of work	65%	81%	50%	67%
Account taken of resident views	49%	75%	30%	54%
Keeping residents informed	63%	82%	60%	67%

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