In early 2024, customers across Brunelcare had the chance to take part in our Customer Satisfaction Survey. It is an opportunity for customers to give us feedback on how well we are delivering services and help us identify areas where we need to improve.
Brunelcare worked with an independent company called ARP Research to conduct the survey. In total we received more than 800 individual responses, which was a 45% response rate. Thank you to all of our customers who took part – your comments and feedback is key to driving continual improvement.
You can download the full survey report here:
Download the Customer Satisfaction Survey report 2024
You can also can see more detail about how Brunelcare performed against the Regulator of Social Housing’s Tenant Satisfaction Measures.
The results below are calculated using only the responses we received from our sheltered housing and extra care housing residents.
Tenant Satisfaction Measures | 2024 Result (% of tenants satisfied) | 2023 Result (% of tenants satisfied) |
Taking everything into account, how satisfied or dissatisfied are you with the service provided by Brunelcare? | 83.0 | 79.6 |
How satisfied or dissatisfied are you with the overall repairs service from Brunelcare over the last 12 months? | 85.1 | 90.3 |
How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? | 84.4 | 89.7 |
How satisfied or dissatisfied are you that Brunelcare provides a home that is well maintained? | 86.7 | 85.5 |
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Brunelcare provides a home that is safe? | 87.2 | 88.9 |
How satisfied or dissatisfied are you that Brunelcare listens to your views and acts upon them? | 67.6 | 69.3 |
How satisfied or dissatisfied are you that Brunelcare keeps you informed about things that matter to you? | 79.6 | 79.6 |
To what extent do you agree or disagree with the following “Brunelcare treats me fairly and with respect”? | 81.4 | 85.3 |
How satisfied or dissatisfied are you with Brunelcare’s approach to complaints handling? | 52.1 | 45.2 |
How satisfied or dissatisfied are you that Brunelcare keeps communal areas clean and well maintained? | 83.0 | 85.5 |
How satisfied or dissatisfied are you that Brunelcare makes a positive contribution to your neighbourhood? | 64.6 | 80.1 |
How satisfied or dissatisfied are you with Brunelcare’s approach to handling anti- social behaviour? | 63.6 | 74.0 |
See below for a list of actions Brunelcare will take in regard to some Tenant Satisfaction Measures, where our performance has decreased compared to the previous year.
What will Brunelcare do next?
We achieved some strong results in our 2024 Customer Satisfaction Survey, particularly around the quality and responsiveness of the care we provide. Overall satisfaction was 90% or higher across our care homes, extra care housing sites and community care services. Customers also rated us highly for the maintenance of our homes, and especially their safety – including 97% of extra care housing residents and 85% who responded from our sheltered housing sites.
There are also areas where we received lower scores and suggestions for improvements from those who took part, particularly around customer service.
We are committed to listening to the feedback from our customers and working closely with them to make improvements, following the results of this year’s Customer Satisfaction Survey. The results have played a key role in informing the development of Brunelcare’s new Strategic Plan (2024-2030). A commitment to defining and improving our customer service standards is a central theme of the new strategy.
Here are some of the actions Brunelcare is taking:
- The findings have been shared with our Residents First Group – and we will work with this group and all customers to co-design an action plan for improvements.
- We are making improvements on an ongoing basis to our complaints process. We recently completed the self-assessment against the Housing Ombudsman’s Complaint Handling Code
- We are making improvements to improve Brunelcare’s communication and engagement with customers – including through the appointment of a new Head of Communications and Customer First Engagement Lead.
- We will continue to monitor the performance of our repairs and maintenance service, capturing feedback on an ongoing basis to identify any concerns raised by customers.
- We saw a drop this year in how satisfied our customers are that we are making a positive contribution to their neighbourhoods. We recognise this is an area where we need to make improvements, and we have included objectives in Brunelcare’s new Strategic Plan specifically linked to this issue.