We’re pleased to share this year’s tenant satisfaction results.
At the heart of our organisation’s strategy is a commitment to ensuring residents have accessible, meaningful ways to share their voice and shape the support they receive. So we were delighted to see a remarkable increase of over 100% in responses, giving us a much richer understanding of how our residents feel about their homes and our services.
Key highlights:
- 81% of residents said they were satisfied with the overall service provided by YMCA DownsLink Group.
- 84% felt that they were treated fairly and with respect.
- 85% reported feeling emotionally or physically safe in their home.
We’ve seen improvements across most areas, with many residents highlighting the strong support they receive from their support workers and the sense of safety they feel while staying with us.
Complaints have significantly decreased compared to last year, and 68% of residents said they were satisfied or very satisfied with the repairs service.
One resident said: “My support worker is the most caring, kind, understanding person I could work with. Everything thing they do for me always has my best interest. They understand what support I need and treat me like a human being, a not just a number on her pay cheque.”
Another one said: “I appreciate that we all get treated with respect and our individual needs are always taken into consideration. I imagine it isn’t always easy dealing with many different walks of life spread across different properties so I want to applaud the staff for making the time to help us all individually as best as they can.”
We’re proud of the progress made, and we’re more committed than ever to building on this momentum, ensuring every resident feels heard, respected and supported.
You can read the full report here.
