Tenants give Sentinel a big thumbs up

12 February 2007 -

Tenants have given Sentinel Housing Association the thumbs up for service in a new satisfaction survey.

90% of tenants say they are satisfied with Sentinel's Customer Service Centre and 89% of tenants say they find staff helpful with 87% of tenants saying that Sentinel keeps them well informed. Overall 81% said they have seen an improvement.

Sentinel's award winning Customer Service Team and four multi-skilled Neighbourhood Teams have been key to improving services. The teams provide advice and assistance on all housing issues from rent and anti-social behaviour to maintenance and environmental issues at a local level.

The survey was conducted independently by the National Housing Federation to over 6500 of Sentinel's customers. The survey results were also compared to those of our last independent survey and showed an increase in satisfaction with the repairs service, the quality of homes Sentinel provides and opportunities for involvement.

Sentinel spends Million's each year on it's homes with over 6 million refurbishing homes over the next two years along with around 2 million each year on day-to-day repairs and 1 million on preparing homes ready for new tenants. Sentinel encourage all residents to get involved and share their views to help improve services. There are a number of ways to get involved, at different levels of commitment, from an informal talk with a member of staff to going to focus groups, being a resident representative and becoming a Tenant Board Member.

Martin Nurse, Chief Executive Sentinel Housing, said: "These results are great news and show that our tenants recognise the work we have been doing, with their involvement, to improve Sentinel. This survey also highlights to us what we should do to improve our service over the next year. In particular, we will now be looking at some issues that customers have raised, both about the service we provide and their neighbourhoods."

If you would like to see the full version of the Resident survey please click this link Residents Survey [458Kb].