Got net-zero news, project updates, or product launches to share? Albyn Housing Society: 90% of Tenants Satisfied
Albyn Housing Society has made significant strides in enhancing tenant satisfaction, with a remarkable increase of nearly 10% following a complete overhaul of its customer service approach. With 3,800 properties spread across more than 80 diverse communities in the Highlands, Albyn embarked on a series of improvements aimed at better serving its tenants.
The independent survey, mandated by the Scottish Housing Regulator, revealed a substantial rise in overall satisfaction from 82.65% in October 2021 to an impressive 90.86% in March 2024, marking an 8.21% surge. The survey also highlighted improvements in all seven key metrics, including satisfaction with value for money and property repairs.
Indicator | Oct 2021 | March 2024 | % Change |
|---|---|---|---|
Overall Satisfaction | 82.65% | 90.86% | +8.21% |
Keeping tenants informed | 76.56% | 95.56% | +19% |
Opportunities to participate | 70.17% | 97.3% | +27.13% |
Quality of Home | 77.02% | 86.68% | +9.66% |
Repairs over last 12 months | 86.82% | 88.54% | +1.72% |
Mgmt. of neighbourhood | 70.32% | 86.68% | +16.36% |
Value for money | 75.34% | 86.6% | +11.26% |
In addition to elevating tenant satisfaction levels, Albyn has been instrumental in providing essential cost-of-living support to its residents. Securing £374,000 in the past year, the society has facilitated energy vouchers, financial aid, energy-saving technologies, and tailored energy advice to alleviate financial burdens for its tenants.
Moreover, Albyn Housing Society has extended various forms of assistance to tenants, including garden maintenance for numerous individuals and modifications to nearly 100 properties to enhance accessibility over the previous year. Regular roadshows are also organised, offering tenants access to a wide array of support services from local organisations.
Prior to the revamp, Albyn’s customer service teams were geographically divided. However, with the escalation in the number of managed properties and the exacerbation of the cost-of-living crisis, a restructuring of the housing and property teams became imperative. Through a thorough analysis of customer requirements along with data on call volumes and response times, the decision was made to consolidate specialist functions within a single team, simplifying access for customers via a unified helpline.
Andrew MacRae, a resident of an Albyn property in Nairn, shared his experience: “I recently underwent surgery and faced challenges in maintaining my home during the recovery period. The Albyn team provided me with tremendous support. In collaboration with New Start, they upgraded the condition of my home by assisting with tasks such as furniture removal.
“Given my reduced mobility, Albyn also installed a new adapted bathroom, significantly enhancing my quality of life. I now feel more optimistic about the future, thanks to the kindness and support I have received from the Albyn team.”
Maureen Knight, the executive director of operations at Albyn Housing Society, expressed her satisfaction with the team’s efforts: “Our staff has demonstrated exceptional dedication in offering support to individuals like Andrew over the past few years.
“By completely reimagining our customer service approach, we have witnessed a positive impact on our tenants, with over 90% reporting satisfaction with the services provided. Our streamlined structure has facilitated quicker and more efficient resolution of issues, with specialist functions now better equipped to address any concerns promptly.
“Despite the challenges posed by escalating inflation and the energy crisis, we remain committed to extending financial and expert support to our tenants to help them navigate through these trying times.
“While these results are undoubtedly encouraging and a testament to the hard work of the Albyn team, we remain steadfast in our commitment to continuous improvement. I am dedicated to refining our services further and ensuring the best outcomes for our tenants.”
