12th Jun 2025 - Written by Brunelcare
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Brunelcare is pleased to share the results of this year’s Customer Satisfaction Survey, where we have seen significant improvements across a number of different areas:
- Overall satisfaction with Brunelcare’s services increased to 86% among those residents who took part, compared to 83% last year
- 91% of tenants told us that their homes felt safe, up 4% from last year
- 90% of respondents were satisfied with our repairs service this year, an improvement on last year’s 85%
- 86% of tenants feel they are treated fairly and with respect, a 5% increase from the previous year
The survey took place earlier this year, and was available to all tenants and shared owners living in our sheltered housing and extra care housing sites. It is a key opportunity for us to hear directly from those who use our services every day. These insights help us understand what we’re doing well and, more importantly, where we can do better.
To ensure independence and transparency, we partnered with independent company ARP Research to carry out the survey on our behalf. More than 530 of our valued customers completed the survey, representing a 49% response rate!
Alongside letting us know what we’re doing well, the survey also suggested areas for improvement. The most commonly suggested improvements from residents included maintenance of our grounds and gardens, staff visibility on site and being kept informed about Brunelcare or site-specific activities.
Michelle Richards, Operation Director of Housing Services said: “These results are great, and I’m very proud of the survey this year. It’s great to see that our results have improved across a number of areas, including overall satisfaction with Brunelcare’s services. The survey is also vital as it highlights areas across Brunelcare where we can improve, which is why the survey is so valuable.”
Following the results of the survey, we will use this feedback to inform future decision-making about the way we deliver our services. We will be working closely with our Residents First Group to achieve this and will spend the next few months developing an action plan of improvements for the coming year, that will be shared in late 2025.
Here is some of the positive feedback we received from tenants as part of our survey:
“Brunelcare is one of the best housing providers, always giving peace of mind. Thank you for all you do.”
“I have not been here long, but I am more than happy to be here. If you take the “neighbourhood” to me the community and building we live in make a very positive contribution by providing a safe, warm and comfortable place to live for a wide variety of people.”
“No need for Brunelcare to change anything, they are just so great. They approach anything with ease.”
A heartfelt thank you to all of our customers who took the time to share their views, your feedback is vital in shaping how we improve and grow as an organisation.
To read the full results of our Customer Satisfaction Survey for 2025, visit: https://www.brunelcare.org.uk/about-us/reports-publications/customer-satisfaction-survey/