Our survey said

Posted in: Accommodation Help, News

Every year at the end of the tenancy period we send out the Sulets Annual Moving Out Survey. This is our chance to ask tenants what they think of their property, the Sulets service and their overall experience. It is a great opportunity to set benchmarks for our performance year on year.

It is the feedback that highlights the areas for improvement that is crucial, but all responses are important to ensure we maintain high standards in all that we do

Each year the questions focus on the same areas so we can accurately make year on year comparisons. These allow us to understand what is important to tenants and where they feel we can do better.

The topics covered in the survey include all the key areas of the tenant’s interaction with Sulets – the booking process, the level of rent, the commissioning of repairs, property cleaning and the visibility of Sulets.

Some of the more interesting feedback from this year’s survey is shown below:

  • 9 out of 10 of our houses had some form of repair or maintenance during the tenancy. The survey results showed that 60% of tenants thought that the work was completed in an acceptable and/or timely manner. This is clearly a key area of service and we need to monitor it closely to improve the level of satisfaction next year.
  • The process from viewing, though to booking and signing their agreement was seen as straight forward and easy to understand, with 95% of respondents agreeing or strongly agreeing with that statement.
  • Aside from service and the quality of our properties another significant topic to assess is the level of rent. Each year we ask out tenants what they feel about the level of rent that they pay for their accommodation. This year 86% agreed, or strongly agreed, that their rent was value for money. This is a strong endorsement of rent levels and is an improvement of 11% on the previous year’s survey. That does not mean that we are complacent about rents though. We will be keeping a close eye on the levels in the coming year and assessing feedback from tenants.
  • We are very pleased that 83% of respondents would recommend Sulets to other students. That is up 5% on the previous year and is testament to the hard work put in by our team to ensure properties are a good standard when they are let, and ongoing service is delivered effectively.

It is very important that we collect feedback like this. Without this information we will not be able to improve. We would like to say thank you to all the tenants who took part this year.

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