Resident Satisfaction Survey – Customer Services

At Granta we are committed to providing excellent customer service and are always interested in hearing the views of our residents. In order to get a cross section of views we send out 100 surveys every month to residents - selected at random – and invite them to answer the questions honestly and return to us in the reply paid envelope. 


The results for September 2011 were as follows:

• 100 surveys were sent out
•   30 surveys were returned

Of the 30 returns:

• 27.27% were very satisfied with the service we provide
• 50.00% were fairly satisfied
•   4.55% were neither satisfied nor dissatisfied
• 18.18% were fairly dissatisfied

• 59.09% were very satisfied with their accommodation
• 31.82% were fairly satisfied with their accommodation
•   9.09% were neither satisfied nor dissatisfied

• 40.91% regard their rent as very good value for money
• 36.36% regard their rent as fairly good value for money
• 18.18% regard it as neither good nor poor
•   4.55% regard their rent as fairly poor value for money

The Granta Resident Satisfaction Survey will be discontinued from September 2011 and replaced with the Metropolitan Housing Partnership STAR survey.

What are STAR Surveys?

STAR (Survey of Tenants and Residents) surveys collect customer satisfaction information over the telephone, to allow us to improve the standards of our service in a focused and, importantly, customer-driven, fashion.