Listening leads to action: The ‘Voice of Tenant’ Survey Results
The ‘Voice of the Tenant’ Project
Here at Access 2 Place, every decision we make, every service we provide, and every home we design is centered around one thing: Our Tenants. That’s why we embarked on an ambitious ‘Voice of the Tenant’ project with Point Heard to ensure your opinions don’t just count, they make a difference.
Through in-depth interviews with twenty of our tenants, we embraced the power of active listening to better understand their experiences. Their feedback was overwhelmingly positive, with an impressive average experience score of 9.3 out of 10! Our tenants trust in us to deliver the best possible tenant arrangements shines through, with 90% of you scoring that trust highly.
Feedback in Focus
Our tenants experiences from the application process to daily community engagement have guided us in many ways. Here’s what we’ve learned:
- The A2P staff are seen as not just helpful but friends on the journey to secure, safe, and comfortable living.
- Emergency maintenance and support networks play a critical role in our tenants’ sense of security.
- Our community is diverse, with unique needs and experiences that require personalised approaches to housing modifications.
- Clear and direct communication is preferred, with many of our tenants choosing phone calls as the best way to stay in touch.
Turning Insights into Actions
We’re committed to not only listening but acting. Based on our tenants’ feedback, we’re implementing several enhancements:
- Maintenance Made Easy: We’re revising our maintenance procedures to be more transparent and tenant-friendly.
- Modifications Mastered: A clear policy for disability and non-disability modifications will be outlined and shared.
- Handbook at Hand: A new tenant handbook will be developed for easy online access, ensuring all information is at your fingertips.
- Stronger Together: The Tenant Advisory Group (TAG) will be refined to facilitate greater involvement and impact.
- Feedback as a Foundation: We’re reshaping our customer engagement program to maximise feedback opportunities.
Our tenants’ voices have been heard, and change is underway. Over the coming months, we’ll be rolling out these improvements whilst keeping everyone updated every step of the way.
A Heartfelt Thank You
This project’s success is because of you – our tenants. Your honesty, engagement, and constructive feedback are the cornerstones upon which we build a better, more inclusive community. As we implement these changes, we promise to keep your voice at the center of everything we do.
Let’s continue the conversation. Because when you speak, Access 2 Place listens — and together, we grow.