A new independent tenant satisfaction survey has placed Alpha Housing among the top-performing social landlords in the country. Carried out by IFF Research – one of the UK’s leading social housing research firms, it found that 91% of the 280 residents questioned are satisfied with the overall service they receive.
That makes it the highest level of satisfaction recorded among IFF’s 34 social housing clients across the UK. Alpha Housing ranked first across 13 out of the 14 key metrics used to assess landlords, including communication, repairs, customer service and overall trust – a strong endorsement of the work it has been doing and the positive experiences its tenants are having. There’s also been a clear improvement in some specific areas, including:
- Satisfaction with repairs and maintenance rose from 79% in 2023 to 87% this year.
- Of those who had a repair completed in the last 12 months, 90% were satisfied with the service.
- Sheltered housing tenants expressed very high satisfaction, particularly with the support provided by scheme co-ordinators.
- 95% of all respondents said they feel safe in their homes.
- 91% said communal areas are well maintained.
- 89% believe Alpha treats people with fairness and respect.
The continued commitment, compassion and professionalism of staff is helping maximise Alpha Housing’s performance on tenant satisfaction. Ensuring every tenant has quality accommodation they are proud to call home remains a top priority
Cameron Watt, Alpha Housing Chief Executive
The survey comes shortly after the launch of Alpha Housing’s Customer Promise, which has been co-developed with tenants. It sets out eight core commitments designed to ensure that Alpha Housing continues to provide homes and services that truly support residents’ wellbeing and quality of life.
“This independent research shows that Alpha Housing’s satisfaction levels remain very high, with nine out of ten tenants satisfied across all key measures,” says Alpha Housing’s Chief Executive, Cameron Watt.
“The continued commitment, compassion and professionalism of staff is helping ensure Alpha Housing’s performance on tenant satisfaction consistently ranks among the best across England, Scotland, Wales, as well as Northern Ireland.
“Delivering excellent homes and services remains a big challenge, especially as people’s expectations are increasing while inflationary pressures remain acute,” added Cameron.
“But by listening to tenants – and being led by their priorities – Alpha will continue to focus on the right areas and make every pound spent stretch as far as it can. Ensuring every tenant has quality accommodation they are proud to call home remains a top priority.”
To read the Alpha Housing STAR Survey in full, please clickhere.