What do you think about the Guinness Trust?

Every two years Guinness Trust undertakes a survey of its customers and this is what you told us. The government asks all housing associations to undertake such surveys to ensure they are offering good service and value for money.

We use the survey in Guinness Trust to find out:

• How you think we are performing in key areas of our service to you.
• Whether we are getting better or worse since the last survey.
• What the most important issues for are you.
• Whether the changes made by us since the last survey made you more or less satisfied with Guinness Trust as your landlord.

Surveys were sent in July to a random sample of customers, but avoided those who expressed a desire not to take part in surveys. 1,400 were completed giving a 36.1% response rate. This gives us confidence the results are very representative of our customers.

The Results

Positive:

• 79% of customers are satisfied with the overall service they receive from Guinness Trust, a 9% improvement on our last survey in 2007.
• 73% of customers are satisfied with the area they live in, a 5% improvement from 2007.
• 81% of customers are satisfied with the home we provide, a 5% improvement from 2007.
• 69% of customers are satisfied with Guinness Trust offering value for money, a 7% improvement from 2007.
• 75% of customers are satisfied with the way Guinness Trust deals with repairs, a small 1% rise from 2007.

Negative:

• Guinness Trust performance is still below the levels of satisfaction achieved by other housing associations.
• Guinness Trust customers have expressed low satisfaction with: Advice on moving home. Support provided to vulnerable tenants. Support provided to new tenants.
• Satisfaction with keeping customers informed has fallen from 80% in 2007 to 71% in 2009.
• You have also told us your top priorities for improvement:
• Dealing with anti-social behaviour.
• Taking customers' views into account.
• Value for money for rent.
• In terms of improving your neighbourhood, these were your priorities:
• Rubbish/litter
• Noisy neighbours
• Disruptive children and teenagers

What are we doing about the findings?

Our highest priority is addressing the issue of keeping tenants informed. A new Scrutiny Committee has been established with tenant Board members and regional tenant representation. This new body will review the working of Guinness Trust to ensure the voice of our customers is heard.

We will also be reviewing how we address better the concerns you have raised through local estate plans, our new business plan and our Service Improvement Plan.

If you would like more information please contact your local office or keep visiting the Performance section of our website, where we will be publishing the latest updates about STATUS and how we are using the information.

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