Learning lessons
A huge thank you to all tenant members who took part in our recent satisfaction survey. Due to your help and our team’s hard work, an incredible 96% of Ross Walk residents completed the annual questionnaire in September. Satisfaction levels are high or much improved in these areas:
94% of you were satisfied with Ross Walk
co-op’s overall service (compared to 90% in 2024)
91% were satisfied with the overall repairs
service (68% in 2024)
87% were satisfied with the time taken to
complete their most recent repair (71% in 2024)
98% agreed their home is well maintained
(85% in 2024)
99% felt we treat them fairly and with
respect (94% in 2024)
96% agreed we make a positive
contribution to their neighbourhood (71% in 2024)
95% were satisfied with our approach to
anti-social behaviour (46% in 2024)
85% were happy with how we handle
complaints (compared to 50% in 2024)
97% agreed we provide a safe place to
live (94% in 2024)
92% felt we listen to your views and act
upon them (79% in 2024)
99% agreed we keep you informed about
things that matter to you (85% in 2024).
Despite satisfaction being good in the following area, the level has dropped since last year, so we are working to do better:
80% were satisfied we keep communal areas clean and well maintained (100% in 2024).
You said
Some tenant members were unsure how we decide which homes have a new kitchen, bathroom or boiler.
We did
We are working to raise awareness that these decisions are based on our findings from stock condition surveys. These depend on tenant members allowing us into their homes so we can assess the state of each property, identify what work is needed and then budget for when it can be carried out.
You said
You were unhappy with how long it takes us to respond to complaints.
We did
We are recruiting more staff so we can reduce delays and respond within our expected timescales.
You said
Satisfaction with repairs is much improved, but we want to build on that.
We did
We are working to maintain this high satisfaction level and want to recruit interested tenant members to a scrutiny panel aimed at improving our repairs process.