HAIL, the Housing Association for Integrated Living employed an independent consultant, Mary Quinlan of Taemur Consultants to carry out a Tenant Satisfaction Survey of all our tenants over the summer months. All 200 tenants received a postal survey with questions covering all aspects of our support and housing service. 60% responded and 50 tenants participated in Focus Group Discussions in 5 locations around the city.
Three questions were specifically asked about satisfaction levels at various points in the questionnaire; the first was on overall satisfaction; the second on housing maintenance and the third on support work. The analysis shows an extremely high satisfaction rating with HAIL from all three questions and they are as follows:
| Overall Satisfaction | 92% |
| Satisfaction with Housing Maintenance | 88% |
| Satisfaction with Support Service | 89% |
The overall satisfaction rate of 92% is up 10% on our last survey held in 2006.
When we asked questions about Housing an overwhelming 97% said they were satisfied with their accommodation. Other Satisfaction Levels:
| Getting Assistance | 94% |
| Staff Helpful & Courteous | 95% |
| Quick & Effective Response | 93% |
| Rent info/Payments and Assessments | 96% |
| Reporting repairs easy? | 93% |
| Repairs Good/Fair? | 95% |
| Support after Move-in | 92% |
| Integration into Local Community | 77% |
| Satisfaction with information from HAIL | 97% |
Where areas for improvement have been highlighted HAIL will review and action these over the coming months.
Comments from tenants included:
- Very happy in first year as HAIL tenant. Very happy with accommodation and support. Staff more than pleasant and helpful and problems are resolves efficiently and courteously.
- Thank you very much for taking care of me and looking after me so brilliantly.
- Very satisfactory. I am delighted to be here. Thank you for all your support.
- HAIL have given myself and my husband the ability to live in society as a proper couple, loving and supporting each other with peace of mind for one another and if you ask me you could not get a service like that from anyone else.
- After living with HAIL I would never live in a Council house again. HAIL tops the Council!
