Among mobile phone users, 61 per cent said they would welcome text
messages from Minster for things such as confirmation of timings for
repairs and maintenance.
Minster chief executive Tim Hawkes
said: ďThese research findings illustrate how valuable online
services have become to many of the Associationís tenants. Around 19
million people in the UK now have access to the Internet, so we shall
be examining ways to improve online services to our customers.Ē
The questionnaire, focusing on three
issues within the third year of Best Value reviews, was distributed to
400 of Minsterís 1,700 tenants throughout the Peterborough, Kingís
Lynn, Northampton, Stamford and Lincoln area. It sought to assess
their level of participation in the Associationís management, their
views on complaints procedures and their satisfaction with the
More than two-thirds of respondents
(69 per cent) thought that Minster should operate a loyalty or
incentive system to reward good tenants who pay their rent promptly
and keep their homes in good repair.
Suggestions ranged from rent
reductions in proportion to the Associationís savings on maintenance
work to shopping vouchers and a simple letter of thanks.
The survey revealed that 70 per cent
of respondents are very or fairly satisfied with their involvement
with decisions that affect their home or neighbourhood while 28 per
cent would like to be more involved. However, 58 per cent had never
been to annual housing forums organised by Minster and 20 per cent had
been to only one meeting in recent years.
Ninety per cent were very or fairly
satisfied with the services they receive from Minster with reporting
minor repairs and maintenance the largest single reason for tenant
complaints. However, more than half (54 per cent) of respondents were
very or fairly satisfied with the way the Association handled their