Gossops Green engagement update How have Crawley Homes been engaging with residents in Gossops Green? During February and March last year, we undertook a large-scale Tenant Satisfaction Measures (TSM) survey. By post, email or telephone, we asked a series of questions, set by the Regulator of Social Housing, to find out about your experience of our services. In total we received over 1700 responses. We have been able to analyse the results by many different themes and characteristics, including by area, and from this we have a clearer picture of what it is that residents of Gossops Green enjoy about our service, and would you like us to improve. As with other social landlords, the results were reported to the Regulator for Social Housing and published at the end of the summer. In the meantime, March saw our neighbourhood week where we visited six parts of Crawley, including Gossops Green. And in August, Gossops Green was selected as the areas for our big event.
We are grateful to all of those who have shared your views and experiences with us to tell us about your priorities for your home and neighbourhood, whether through tenant satisfaction surveys, at our big door knock event and even through making a complaint.
What did you tell us and what did we find? When we ran our tenant satisfaction survey in February and March, a high proportion of you felt that your home was well maintained (74 per cent) and were happy with the time taken to complete your repairs during the year (75 per cent). Although there is some way to go to improve satisfaction levels, these scores are above average across local authorities across the country. However, you were less happy with the repairs service overall (72 per cent, whereas overall for Crawley Homes this was 77 per cent) and there was a high level of dissatisfaction with communal areas – just 49 per cent were satisfied. You were also less satisfied when asked whether Crawley Homes ‘makes a positive contribution’ to the neighbourhood (54 per cent). The overall rate of satisfaction for residents of Gossops Green was 68 per cent – lower than 12 of the other neighbourhoods in Crawley. These scores and your comments gave us clear pointers for where action should be focused. It is important to you that our teams visit neighbourhoods and meet with you to understand the issues first-hand. In our March inspection, we set up at Highams Hill to speak with many residents and inspected the surrounding area. More than 20 issues were logged, including cracking on the walls, damaged doors and poor condition of some drying areas. These inspections are targeted to specific zones, however and so it was great to consider these alongside the satisfaction survey and follow up with an event with a further reach. See overleaf about our big event.