Customer Satisfaction Survey

1

Name:

2

Address:

3

Taking everything into account, how satisfied or dissatisfied are you with St Luke’s Housing Society as your landlord?

Housing Services

4

How satisfied or dissatisfied are you that your rent provides value for money?

Housing Services

5

How satisfied or dissatisfied are you that your landlord listens to and acts upon your views?

Housing Services

6

Have you contacted St Luke’s Housing Society Limited about your housing within the last twelve months?

Communication

Yes

No

7

If yes, please state what your enquiry was regarding

Communication

8

Was getting hold of the right person (please answer below)

Communication

Easy

Not applicable

Difficult

9

Was your query answered in a reasonable amount of time?

Communication

Yes

No

Not applicable

10

How satisfied or dissatisfied were you, with the ability of staff to deal with your query quickly and efficiently

Communication

11

How satisfied or dissatisfied were you with the final outcome of your query?

Communication

12

To what extent to you agree or disagree with the following: "St Luke's Housing Society treats me fairly and with respect."

Communication

13

If you are not satisfied with customer service and communication, please provide more information, and what could St Luke's Housing Society improve?

Communication

14

Have you made a complaint to St Luke's Housing Society in the last 12 months?

Complaint Handling

Yes

No

15

If yes, how satisfied or dissatisfied are you with the way your complaint was dealt with?

Scheme and Neighbourhood

16

If you have made a complaint which of the following describes your complaint?

Complaint Handling

Formal Complaint

Informal

Not applicable

17

Please give a summary of what your complaint was about:

Complaint Handling

18

How satisfied or dissatisfied are you with St Luke's Housing Society's approach to complaint handling?

Complaint Handling

19

How satisfied or dissatisfied are you with the overall quality of your home?

Repairs and Maintenance

20

How satisfied or dissatisfied are you with the way St Luke's Housing Society deals with repairs and maintenance?

Repairs and Maintenance

21

Have you reported any repairs to St Luke's Housing Society in the last 12 months?

Repairs and Maintenance

Yes

No

22

If yes, how easy was it to report the repair?

Repairs and Maintenance

23

If you are not satisfied with the repairs and maintenance service, please provide more information and what St Luke's Housing Society could improve

Repairs and Maintenance

24

If you are not satisfied with your home and/or communal areas, please provide more information and what St Luke's Housing Society could improve

Repairs and Maintenance

25

How satisfied or dissatisfied are you with your scheme and neighbourhood as a place to live?

Scheme and Neighbourhood

26

Have you reported anti-social behaviour or neighbour nuisance in the last 12 months?

Scheme and Neighbourhood

Yes

No

27

If yes, how satisfied or dissatisfied are you with the way your complaint was dealt with?

Scheme and Neighbourhood

28

Do you experience any of the following problems in your scheme or neighbourhood

Scheme and Neighbourhood

29

Please comment below about any of the issues you have experienced in the last 12 months

Scheme and Neighbourhood

30

How much do you agree with the following statement: "I feel part of my local community."

Scheme and Neighbourhood

31

Are you or any household members day to day activities limited due to a health problem which has lasted, or is expected to last, at least 12 months?

Health and Support

Yes

No

32

Do you have carers to help you with your day to day tasks and activities?

Health and Support

Yes

No

33

Do you require any further support managing day to day in your home?

Health and Support

Yes

No

34

What additional support would you benefit from?

Health and Support

35

Have you attended any of the events or activities organised at McMaster House over the last 12 months?

Resident Involvement

Yes

No

36

If you have attended an events, please comment in the box below:

Resident Involvement

37

If you don't attend any activities or events, what is your reason for not attending?

Select one or more answers

38

Would you like to attend more activities or events at McMaster House?

Resident Involvement

Yes

No

39

What events would you like to see organised at St Luke's Housing Society?

Resident Involvement

40

Do you have access to the internet in your home?

Digital Life and Technology

Yes

No

41

Do you have access to a smart phone / tablet / laptop / desktop?

Digital Life and Technology

Yes

No

42

If you don't have access to a computer or device that gives access to the internet, please confirm the reasons that apply?

Select one or more answers

Affordability - I cannot afford a device or internet service

I don't know how to use IT

I don't like technology and would prefer not to use it

I've used it before and don't need to use it anymore

Other (please specify)

43

Do you have difficulty managing the increasing number of services that you have to use online? For example, managing GP or hospital appointments, online banking, benefit applications? If yes, please let us know what difficulties you have:

Digital Life and Technology

44

Would you like more support managing digital services?

Digital Life and Technology

Yes

No

45

Do you have a car or other vehicle that is parked at St Luke's Housing Society (including those with spaces allocated in St Luke's Hospital)

Parking

Yes

No

46

Please provide your vehicle details below, including: Make, Model, Colour and Registration Number. Please provide an up to date copy of your vehicle registration document (V5).

Parking

47

Do you have visitors/carers that frequently park in the car park at McMaster House (more than once a week)?

Parking

Yes

No

48

Parking is limited at St Luke's Housing Society and we are reviewing our current parking arrangement onsite. The car park is for residents and staff and contractor parking only, and we operate a first come first serve system. Do you know that your visitors and carers can apply for residential street parking permits online: www.oxfordshire.gov.uk/transport-and-travel/parking/parking-permits/resident-parking-permits

Parking

Yes

No

Doesn't apply to me

49

Your feedback is very important to us. Please use the space below to provide any feedback or suggest improvements you would like to see at St Luke's Housing Society. How else could we improve your home environment at McMaster House?

Tenant Feedback

50

How likely would you be to recommend St Luke's Housing Society to other people on a scale of 5 to 0, where 5 is extremely likely and 0 is not at all likely.

Tenant Feedback

Tenant Satisfaction Survey 2025

Name:

Address:

Taking everything into account, how satisfied or dissatisfied are you with St Luke’s Housing Society as your landlord?

How satisfied or dissatisfied are you that your rent provides value for money?

How satisfied or dissatisfied are you that your landlord listens to and acts upon your views?

Have you contacted St Luke’s Housing Society Limited about your housing within the last twelve months?

If yes, please state what your enquiry was regarding

Was getting hold of the right person (please answer below)

Was your query answered in a reasonable amount of time?

How satisfied or dissatisfied were you, with the ability of staff to deal with your query quickly and efficiently

How satisfied or dissatisfied were you with the final outcome of your query?

To what extent to you agree or disagree with the following: "St Luke's Housing Society treats me fairly and with respect."

If you are not satisfied with customer service and communication, please provide more information, and what could St Luke's Housing Society improve?

Have you made a complaint to St Luke's Housing Society in the last 12 months?

If yes, how satisfied or dissatisfied are you with the way your complaint was dealt with?

If you have made a complaint which of the following describes your complaint?

Please give a summary of what your complaint was about:

How satisfied or dissatisfied are you with St Luke's Housing Society's approach to complaint handling?

How satisfied or dissatisfied are you with the overall quality of your home?

How satisfied or dissatisfied are you with the way St Luke's Housing Society deals with repairs and maintenance?

Have you reported any repairs to St Luke's Housing Society in the last 12 months?

If yes, how easy was it to report the repair?

If you are not satisfied with the repairs and maintenance service, please provide more information and what St Luke's Housing Society could improve

If you are not satisfied with your home and/or communal areas, please provide more information and what St Luke's Housing Society could improve

How satisfied or dissatisfied are you with your scheme and neighbourhood as a place to live?

Have you reported anti-social behaviour or neighbour nuisance in the last 12 months?

If yes, how satisfied or dissatisfied are you with the way your complaint was dealt with?

Do you experience any of the following problems in your scheme or neighbourhood

Please comment below about any of the issues you have experienced in the last 12 months

How much do you agree with the following statement: "I feel part of my local community."

Are you or any household members day to day activities limited due to a health problem which has lasted, or is expected to last, at least 12 months?

Do you have carers to help you with your day to day tasks and activities?

Do you require any further support managing day to day in your home?

What additional support would you benefit from?

Have you attended any of the events or activities organised at McMaster House over the last 12 months?

If you have attended an events, please comment in the box below:

If you don't attend any activities or events, what is your reason for not attending?

Would you like to attend more activities or events at McMaster House?

What events would you like to see organised at St Luke's Housing Society?

Do you have access to the internet in your home?

Do you have access to a smart phone / tablet / laptop / desktop?

If you don't have access to a computer or device that gives access to the internet, please confirm the reasons that apply?

Do you have difficulty managing the increasing number of services that you have to use online? For example, managing GP or hospital appointments, online banking, benefit applications? If yes, please let us know what difficulties you have:

Would you like more support managing digital services?

Do you have a car or other vehicle that is parked at St Luke's Housing Society (including those with spaces allocated in St Luke's Hospital)

Please provide your vehicle details below, including: Make, Model, Colour and Registration Number. Please provide an up to date copy of your vehicle registration document (V5).

Do you have visitors/carers that frequently park in the car park at McMaster House (more than once a week)?

Your feedback is very important to us. Please use the space below to provide any feedback or suggest improvements you would like to see at St Luke's Housing Society. How else could we improve your home environment at McMaster House?

How likely would you be to recommend St Luke's Housing Society to other people on a scale of 5 to 0, where 5 is extremely likely and 0 is not at all likely.