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, 2024-2025 Low Cost Rental Accommodation
This slide contains results from the LCRA residents, which the Regulator requires.
In fact, the overall satisfaction is the same as the wider group and is also shown as 62%. Again, just three measures have scores above 70%, with the highest for how Estuary treats its residents fairly and with respect at 80%.
Just 58% are satisfied with the maintenance of their communal areas and 34% are satisfied with the handling of complaints.
More Stats!
If you're interest in our performance, our KPI (Key Performance Indicators) area may be just the place for you.