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TSM Survey 2024 

Results of the Tenants' Satisfaction Measures Survey 2024

North Camden Housing Co-Operative 

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Survey was published on the NCHC website and posted to 8 members without internet access.

Total number of responses - 33 (out of 111 members)

Responses as a percentage - 30%

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Note- the following responses are recorded as a percentage of the total received for each question.

Section 1 - Questions required by the Regulator of Social Housing

Over 70% of people responded positively being very or fairly satisfied with all aspects of NCHC provision of housing and repairs. Q5 there was a degree of dissatisfaction about whether the Co-op listened to their views. 32% of the three people who made a complaint to the Co-op all said they were fairly dissatisfied about the way it was handled. 31% didn’t know whether they had a communal area and 20% didn’t know about the contribution the Co-op made to their local neighbourhood. 36% were dissatisfied with the Co-ops handling of anti-social behaviour.

Q1 - Taking everything into account, how satisfied or dissatisfied are you with the service provided by NCHC?

Number of responses for this question: 30

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Very Satisfied 37%

Fairly Satisfied 40%

Neither satisfied nor dissatisfied 9%

Fairly Dissatisfied 5%

Very Dissatisfied 9%

Q2 - Has NCHC carried out a repair to your home in the last 12 months?

Number of responses for this question: 31

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Yes 77%

No 23%

Q2A - If yes, how satisfied or dissatisfied are you with the overall repairs service from NCHC over the last 12 months?

Number of responses for this question: 24

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Very Satisfied 33%

Fairly Satisfied 43%

Neither satisfied nor dissatisfied 8%

Fairly Dissatisfied 16%

Very Dissatisfied 0%

Q2B - If yes, how satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?

Number of responses for this question: 24

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Very Satisfied 35%

Fairly Satisfied 39%

Neither satisfied nor dissatisfied 13%

Fairly Dissatisfied 4%

Very Dissatisfied 9%

Q3 - How satisfied or dissatisfied are you that NCHC provides a home that is well maintained?

Number of responses for this question: 30​

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Very Satisfied 28%

Fairly Satisfied 53%

Neither satisfied nor dissatisfied 3%

Fairly Dissatisfied 10%

Very Dissatisfied 6%

Q4 - Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that NCHC provides a home that is safe?

Number of responses for this question: 30​

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Very Satisfied 41%

Fairly Satisfied 43%

Neither satisfied nor dissatisfied 6%

Fairly Dissatisfied 0%

Very Dissatisfied 10%

Q5 - How satisfied or dissatisfied are you that NCHC listens to your views and acts upon them?

Number of responses for this question: 30​

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Very Satisfied 42%

Fairly Satisfied 16%

Neither satisfied nor dissatisfied 10%

Fairly Dissatisfied 16%

Very Dissatisfied 16%

Q6 - How satisfied or dissatisfied are you that NCHC keeps you informed about things that matter to you?

Number of responses for this question: 30​

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Very Satisfied 42%

Fairly Satisfied 26%

Neither satisfied nor dissatisfied 16%

Fairly Dissatisfied 6%

Very Dissatisfied 10%

Q7 - To what extent do you agree or disagree with the following “NCHC treats me fairly and with respect”?

Number of responses for this question: 30​

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Strongly Agree 42%

Agree 33%

Neither agree nor disagree 15%

Disagree 0%

Strongly Disagree 10%

Q8 - Have you made a complaint to NCHC in the last 12 months?

Number of responses for this question: 30

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Yes 10%

No 90%

Q8A - If yes, how satisfied or dissatisfied are you with NCHC’s approach to complaints handling?

Number of responses for this question: 3​

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Very Satisfied 0%

Fairly Satisfied 0%

Neither satisfied nor dissatisfied 0%

Fairly Dissatisfied 100%

Very Dissatisfied 0%

Q9 - Do you live in a building with communal areas, either inside or outside, that NCHC is responsible for maintaining?

Number of responses for this question: 29

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Yes 45%

No 24%

Don't know 31%

Q9A - How satisfied or dissatisfied are you that NCHC keeps these communal areas clean and well maintained?

Number of responses for this question: 14​

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Very Satisfied 28%

Fairly Satisfied 36%

Neither satisfied nor dissatisfied 28%

Fairly Dissatisfied 0%

Very Dissatisfied 8%

Q10 - How satisfied or dissatisfied are you that NCHC makes a positive contribution to your neighbourhood?

Number of responses for this question: 24​

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Very Satisfied 24%

Fairly Satisfied 36%

Neither satisfied nor dissatisfied 28%

Fairly Dissatisfied 3%

Very Dissatisfied 10%

Q11 - How satisfied or dissatisfied are you with NCHCs approach to handling anti-social behaviour? 

Number of responses for this question: 25​

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Very Satisfied 16%

Fairly Satisfied 29%

Neither satisfied nor dissatisfied 23%

Fairly Dissatisfied 6%

Very Dissatisfied 10%

Section 2 - About our members' engagement with the co-op

Of the 33 total respondents, 24 people had been an active committee member within the past 5 years. Most people understood how the Co-op ran and 62% stated they felt proud to be a Co-operative member. Only 4 people (13%) said they actually used the website and only 38% thought the Co-op communicated well about decisions that affect them.

Q1 - Have you been on a committee or volunteered your time to the Co-op in the past 5 years?​

Number of responses for this question: 30

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Yes 80%

No 13%

Prefer not to say 7%

Q1A - If yes, please tick the box next to any statements that you agree with. (multiple choice question)​

Number of responses for this question: 24

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I felt like I was heard and my opinion was taken seriously 54%

I felt I had enough time and meetings were flexible enough for me to attend 50%

I felt I understood procedures and wanted to make a difference 62%

I liked to meet up with friends and neighbours 42%

Other (please specify) 0%

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Q1B - If no, please tick the box next to any statements that you agree with. (multiple choice question)​

Number of responses for this question: 4

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I don‘t understand enough about the co-op to get more involved 0%

I have no time due to prior commitments 50%

I don't know enough people in the co-op to take part 25%

I used to be involved and now I feel I’ve done my part / want to hand it on to other members 100%

Other (please specify) 50% (2 people) - "Previous bad experiences while investing large amounts of time to my previous co-op and not feeling welcome at this one" "Long term ill health and dealing with problems with my flat"​​​​

Q2 - Please tick the box next to any statements that you agree with (multiple choice question)​

Number of responses for this question: 29

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I can physically access the office easily 59%

I have physically visited the office in the past year 59%

It is important to me to have a physical office space for the co-op 69%

I can get in touch with staff easily via the phone or email 79%

I use the co-op website members area for information on the co-op and how it works 13%

I use the Arthur maintenance system to report and monitor repairs 51%

I know how to contact the chair of the management committee 48%

Q3 - Please tick the box next to any statements that you agree with (multiple choice question)​

Number of responses for this question: 29

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I understand the work of the management committee and subcommittees in supporting my housing 79%

I feel I have a lot to offer the co-op in terms of my skills and experience 62%

I feel attached to the co-operative and the wider co-operative movement 65%

I feel proud to be a member of a co-operative 62%

The co-operative communicates well and I know how the decisions that effect me are made 38%

I feel a sense of ownership in my housing and the co-operative as an organisation 59%

Section 3 - Demographics of our members

It was the elders that mainly responded, the people who had been with the Co-op for over 21 years (67%)

47% had been in their current homes for over 21 years.

Over 80% of the people that responded were over the age of 50. 47% being over 65. 30% of the respondents said they had a medical problem, the main problems reported being arthritis and breathing problems.

Q1 - How long have you been a member of the Co-op?​

Number of responses for this question: 32

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1-3 years 6%

4-6 years 6%

7-10 years 3%

10-15 years 12%

16-20 years 6%

21+ years 67%

Prefer not to say 0%

Q2 - How long have you lived in your current home?​

Number of responses for this question: 30

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1-3 years 13%

4-6 years 6%

7-10 years 17%

10-15 years 17%

16-20 years 0%

21+ years 47%

Prefer not to say 0%

Q3 - How many adults, including you, live in your home?​

Number of responses for this question: 32

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1 88%

2 6%

3 6%

4 or more 0%

Q4 - How many children (under the age of 18) live in your home?​

Number of responses for this question: 32

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None 97%

1 3%

2 0%

3 0%

4 or more 0%

Q5 - How many bedrooms do you have?​

Number of responses for this question: 29

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None, I live in a studio flat 10%

1 73%

2 17%

3 0%

4 or more 0%

Q6 - What is your age range?​

Number of responses for this question: 30

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0-19 0%

20-34 7%

35-49 7%

50-64 36%

65-79 43%

80+ 0%

Prefer not to say 7%

Q7 - Do you have a disability and/or impairment? 
The Equality Act 2010 says you're disabled if: you have a physical or mental impairment and your impairment has a substantial and long-term adverse effect on your ability to do normal day-to-day activities. By this definition, do you consider yourself disabled?​

Number of responses for this question: 33

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Yes 30%

No 63%

Prefer not to say 7%

Q7A - If yes, please tick all that apply (multiple choice question)​

Number of responses for this question: 9​

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Visual impairment 11%

Hearing impairment/Deaf 11%

Multi sensory impairment 0%

Physical disabilities 44%

Cognitive or learning disabilities 0%

Mental health condition 11%

Neurodivergent 11%

Other long term/chronic conditions 55%

Prefer not to say 33%

Q7B - Tell us more about your specific access requirements. This will help us improve our services, office, and the temporary meeting venues we use.​

Three people wrote in this section. Mainly about their health condition. One wrote about the dissatisfaction with their flat which made their health condition worse.

Q8 - What is your ethnicity?​

Number of responses for this question: 30​

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White British (English, Scottish, Welsh, Northern Irish) 50%

White Irish 6%

Gypsy or Irish Traveller 0%

Any other White background 29%

White & Black Caribbean 0%

White & Black African 0%

White & Asian 0%

Any other Mixed background 3%

Indian 0%

Pakistani 0%

Bangladeshi 0%

Chinese 0%

Any other Asian background 0%

Black African 3%

Black Caribbean

Any other Black background 0%

Arab 0%

Latino / Latina 3%

Any other ethnic group 0%

Prefer not to say 6%

Regulator of Social Housing: registration number C3024
Financial Conduct Authority: mutuals register number 22738R.

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NCHC was founded as TANC Co-op in 1980 and incorporates Camden Peoples Housing Co-operative.

© 2024 NCHC

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