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Tenant
Satisfaction Survey
2005
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Background
The Society carries out a Tenant Satisfaction Survey
every two years. A survey of 25% of tenants was conducted
in August 2005.
Response
350 questionnaires were sent out and 122 responses
were received by the closing date, representing a 35%
response rate.
Analysis of the 2005 Tenant Satisfaction Survey
For the purpose of this Report, most statistics
are calculated as a percentage of the actual responses
to each question.
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Racial Groupings
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White/British 92%
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White other 4%
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Black/mixed race 4%
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Value for Money & General Satisfaction
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Questions
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Very
satisfied
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Fairly
satisfied
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Neither
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Fairly
dissatisfied
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Very dissatisfied
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Generally, how satisfied are you with the overall
service provided?
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39%
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45%
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7%
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7%
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2%
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How satisfied are you with the condition of your
home?
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39%
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50%
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8%
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1%
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2%
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How satisfied are you with your neighbourhood?
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42%
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37%
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7%
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8%
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6%
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Does the rent represent value for money?
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33%
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50%
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13%
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2%
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2%
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Describe the general state of the property?
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39%
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50%
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4%
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2%
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5%
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How satisfied are you with garden landscaping?
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13%
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45%
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17%
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10%
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15%
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The Neighbourhood
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Does
the neighbourhood suffer
from the following
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Not a problem
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Slight problem %
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Serious problem %
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Vandalism
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55%
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39%
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6%
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Graffiti
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88%
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9%
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3%
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Dogs
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70%
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25%
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5%
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Litter/rubbish in street
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52%
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35%
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13%
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Problems with neighbours
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53%
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35%
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12%
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Racial harassment
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95%
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4%
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1%
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Noise from people
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51%
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35%
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14%
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Noise from traffic
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68%
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23%
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9%
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People causing damage to the home
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85%
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12%
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3%
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Drug dealing
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79%
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12%
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9%
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Other crime
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76%
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19%
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5%
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Other harassment
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79%
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17%
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4%
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Lack of children's play facilities
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58%
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22%
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20%
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Are there
sufficient car parking spaces?
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Yes 67%
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No 20%
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Not sure 13%
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Contacting the Society
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Have
you been in contact with the Society
within the past year?
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Yes 75%
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No 19%
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Can't remember 6%
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How
did you make contact?
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Phoned 88%
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Visit to offices 3%
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Letter 5%
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E-mail 1%
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Other/Can't remember 2%
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What
did you contact us about?
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Repairs 73%
Rent / HB 6%
Transfer / exchange 3%
Neighbours 11%
Cleaning / gardening 5%
Other / can't remember 2%
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When
you last had contact, how easy was it
to get hold of the right person?
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Easy 60%
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Difficult 17%
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Neither 16%
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Can't remember 6%
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Did
you find the staff?
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Helpful 84%
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Unhelpful 7%
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Neither 8%
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Can't remember 1%
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And
were they?
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Able to deal with the
problem 70%
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Unable to deal with the problem 19%
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Neither 7%
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Can't remember 4%
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Were
you satisfied with the outcome?
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Satisfied 64%
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Dissatisfied 24%
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Neither 10%
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Can't remember 2%
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How convenient
are the office hours?
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Convenient 90%
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Not convenient 3%
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No opinion 7%
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Repairs & Maintenance
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How satisfied are you with the
way the Society deals with repairs & maintenance?
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Very satisfied
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38%
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Fairly satisfied
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43%
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Neither satisfied or dissatisfied
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6%
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Fairly dissatisfied
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8%
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Very dissatisfied
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2%
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No opinion
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3%
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Questions
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Very good
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Fairly good
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Neither good nor poor
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Fairly poor
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Very poor
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No opinion
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Regarding your last repair, how would you
rate it in terms of:
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Being told workmen would call
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44%
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34%
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7%
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0%
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5%
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0%
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Time taken before work started
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32%
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44%
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10%
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9%
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5%
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0%
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Speed with which work was completed
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48%
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37%
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7%
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3%
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5%
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0%
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Attitude of workers
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71%
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13%
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9%
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3%
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1%
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3%
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Overall quality of repair work
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55%
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26%
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13%
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3%
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3%
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0%
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Keeping dirt and mess to a minimum
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64%
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22%
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10%
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0%
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4%
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0%
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Would you like
to have a dedicated repairs line?
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Yes 68%
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No 23%
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No opinion 9%
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Tenant Consultation
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Questions
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Very
good
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Fairly
good
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Neither
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Fairly
poor
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Very poor
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How good is the Society at keeping tenant's informed?
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44%
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41%
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11%
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2%
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2%
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Questions
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A lot
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A little
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No opinion
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None
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How much account does the Society take of tenant's
views?
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32%
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35%
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23%
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10%
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Questions
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Very
satisfied
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Fairly
satisfied
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Neither
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Fairly
dissatisfied
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Very dissatisfied
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No opinion
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How satisfied are you with the opportunities
for participation in management and decision making?
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17%
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24%
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24%
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4%
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4%
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7%
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Methods of Rent Payment (Households)
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Does your household
receive Housing Benefit?
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Yes 57%
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No 52%
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Don't know 4%
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If you pay rent
yourself what
method(s) do you use?
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Direct Debit
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42
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Cheque in post
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7
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Cash to office
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2
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Standing order
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13
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Credit/debit card
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2
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Other
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1
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Pre-numbered Barclays paying
in book
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13
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Are you happy
with your payment method?
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What other payment method
would you prefer?
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Paypoint
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8
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Post Office Giro
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4
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