Summary for Q3, 2024-2025 Combined Residents
The survey for Q3 2024/25 found that 62% of residents are satisfied with the overall service provided by Estuary Housing Association.
Generally, as will be shown throughout this report, satisfaction has decreased slightly compared with the previous survey.
Three measures received satisfaction levels above 70%, including residents being treated fairly and with respect (78%), the provision of a safe home (73%), and keeping residents informed (74%).
Only one measure falls below 60%; Estuary’s satisfaction with the handling of complaints (36%), which has declined by 5% since Q2. The approach to ASB has the second lowest satisfaction at 60%.
However, these are often the lowest-performing measures for social landlords.
Summary for Q3, 2025-2026 Low Cost Rental Accommodation
This slide presents the latest results from LCRA residents. Overall satisfaction with our service is 73%, which is slightly below the Acuity average of 76% but represents a 2% increase since the previous quarter.
Six measures now score above 70%, with the highest level of satisfaction continuing to be how residents feel they are treated fairly and with respect (83%). Strong results are also seen for feeling safe in the home (82%) and being kept informed (79%).
However, some areas remain below average, particularly the handling of complaints, which is the lowest-scoring measure at 36%, and satisfaction with communal areas, which stands at 63%. These remain key priorities for improvement.
More Stats!
If you're interest in our performance, our KPI (Key Performance Indicators) area may be just the place for you.