Tenant Satisfaction Survey Results 2023

This year’s tenant Satisfaction Survey was the fifth and,  was completed by an internal team at CHP. Over the past five years, tenant satisfaction has ranged from 59-73% with response rate of between 11-20%.

Some of the key headlines from this year’s survey include:

  • A 20% response rate. This is the highest we have achieved since the inception of the survey and is an excellent result against a ‘good’ business-to-business score of 15%.
  • Overall, CHP achieved a 66% satisfaction rate. A very good score within the estates marketplace.

There has been a strong performance scores of more than 70% in key areas linked to the Integrated Business Plan for 2023/2024:

  • Our buildings are enjoyed as a place of work, and for the community, in most locations
  • Our partners and customers value our services; although there is a need for more perceptible improvements to filter through as when this happens satisfaction scores improves.
  • The relationship with our people is highly valued
  • the relationship with Leasing and Finance teams has improved for the second year in succession
  • 40% of the survey participants have waived anonymity and given us ‘named feedback’ far exceeding previous years
  • The biggest driver of dissatisfaction is failing Hard FM (LIFTCos) service

The team are now developing Action Plans which will look to continue the good work already commenced since last year’s survey. 

We are also building on the findings through triangulating with other CHP data sets and advanced analysis through workshopping with our tenant facing teams.  In the next month or so, we will flow down findings and actions through the regions to individual buildings. This action will set us up well for the new financial year with the anticipation of making a positive effect on satisfaction in next year’s survey.

Commendations for our People

38 ORMs have been commended for good service with voucher awards coming out this month, plus 40 contractor staff and contractor teams who will receive certificates from their respective ORMs. We would love to share your achievements if you to take any photos and share them tagging in Community Health Partnerships on LinkedIn or Twitter.

A huge congratulations goes to those who have been commended.  Also, a thank you to all our teams ‘on the ground’ for all your hard work throughout the year.

CHP Tenant Hub

The hub covers information for CHP tenants on health and safety, sustainability, facilities management including HardFM, and SoftFM, leases, charges and billing.

In addition there is information on bookable rooms and filming at our premises.

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