New customers rate Westward homes as great quality
In recent years we have been building up to 100 homes per annum, adding to our housing stock of 7,600 properties throughout Devon and Cornwall.
To ensure that the new homes meet customers expectations, we ask households to complete a survey 12 months after moving in. The satisfaction form we use is also used by a number of other housing associations so we can compare the results.
Westward’s satisfaction rate is 91% for the internal design of our properties and 94% for feeling safe in their homes; the majority of customers who returned surveys in 2022/23 were satisfied with the quality of their home.
Residents are also asked to say what is more important to them in terms of their new homes. The results show that the satisfaction with the homes we provide is high. We also know through an analysis of our costs that these are lower than most other housing associations, so we are achieving value for money. We keep these standards under close review.
Where there are direct questions in the survey, the results are given in the table:
Customers priorities for new homes
| Ranking |
Issue |
Westward % |
| 1 |
Feeling safe |
94% |
| 2 |
Internal size of home |
91% |
| 3 |
Layout of home |
94% |
| 4 |
Internal facilities (heating etc) |
79% |
| 5 |
Appearance of scheme / home |
94% |
| 6 |
Local area |
94% |
| 7 |
Gardens |
56% |
| 8 |
Noise problems from inside the home |
9% |
| 9 |
Layout of estate |
94% |
| 10 |
Amount of storage |
67% |
| 11 |
Repair service for defects (first 6 months) |
56% |
| |
Overall satisfaction rating |
88% |
