Melville Housing Association has recorded its highest ever satisfaction levels, following a major survey of customers carried out at the start of the year.
A record 19 out of 20 (94 per cent) customers of Melville, Midlothian’s largest registered social landlord, are happy with its performance, according to the independent survey of 321 of Melville’s 1,960 households. Record satisfaction levels were also recorded for value for money, neighbourhood management, communication and the opportunities for tenants to participate.
“This survey was carried out independently, which is vitally important if we are to get an accurate picture of how well we’re performing,” said Melville chief executive
“I am delighted by the results and I was particularly pleased with the improvement in value for money, as we’ve worked extremely hard over recent years to modernise homes while keeping rent levels as low as possible.”
When asked about their priorities for the coming year, the majority of customers highlighted the importance of an effective repairs service, followed by home modernisation (such as kitchens, bathrooms and heating systems) and then affordable rents. More than eight out of ten said they are happy with the repairs service Melville currently provides.
Staff and the level of care they provide also came in for particular praise with all areas of customer service scoring satisfaction levels in the high 90s. Researchers also quizzed tenants on Melville’s advice services with 92 per cent happy with the advice and support they receive.
“Whilst these findings are extremely positive, there’s always room for improvement,” continued Mr Noble.
“We know there are some aspects of the repairs service that need work and we are already looking at these. However, overall these results show that, for the vast majority of our customers, we are delivering the services they want and delivering them well.”