Customer Panel

Speakeasy is our Panel of 450 Trust tenants and has been set up so that the Trust can obtain regular feedback on its services from a representative group of customers. Speakeasy is managed for the Trust by a highly experienced market research company, Market Research UK, to ensure the findings of the Panel are independent.

Since its formation in August 2001, Speakeasy members have taken part in 3 surveys and 3 focus groups. Survey topics have covered general resident satisfaction, day to day repairs and communication, image and complaint handling. The focus groups have covered BME (black, minority and ethnic) issues, major works and neighbour nuisance. The Trust is one of the first housing associations to have its own customer panel and Speakeasy is key in maintaining our innovative approach in communicating with customers. Panel membership is refreshed annually with careful profiling by area, household type and property type, helping to provide an accurate picture of tenants views on key issues.

Key findings from the most recent survey are as follows:

• More than 4 out of 5 tenants are positive about being tenants of the Trust
• More than 4 out of 5 tenants believe the Trust provides good quality housing
• Around 7 in every 10 tenants thought the Trust was good at involving and consulting with people
• Around 4 in every 5 tenants are happy with current opportunities for involvement
• Three quarters of tenants find the information published by the Trust useful