I am writing to respond to your request for information received by email on Friday 17th April 2020 which has been dealt with under the Freedom of Information Act 2000 (FOI).
Your request has been given the unique Information Request No. NPH1022-540/20. Please quote this reference on all correspondence relating to this request.
You have requested the following information. Our response is shown in bold.
Request:
Copy of or link to latest Survey of Tenants and Residents (STAR)
A tenant satisfaction survey (the STAR survey) was held in September-October 2019, using an external company and was sent to all tenants. The results are shown as Customers Satisfaction Index (CSI) scores. CSI is an overall measure of an organisation’s success in satisfying its customers. CSI uses importance scores to weight satisfaction scores. The resulting index is therefore a weighted average score which is expressed as a percentage. This is a new approach, so the scores are not comparable to the results of previous surveys.
The results from the latest survey of tenants and residents can be found using the link below. The results will also be published in the Your Voice which is currently out for circulation.
https://nphperformance.inphase.com/Plan/820.
The disclosure to you of the enclosed information does not give you a right to reproduce or publish such information without the express permission of Northampton Borough Council or any other owners of the copyright therein. To do so you will need a licence under the ‘Reuse of Public Sector Information Regulations 2015’.
If you consider NPH has not provided the information you have requested you have the right to challenge that decision in respect of your information request within 6 months.
Please write to:
Information Access Challenges
Northampton Partnership Homes
The Guildhall
St Giles Square
Northampton
NN1 1DE
Otherwise please email: information@nph.org.uk. Emails to this address will be automatically acknowledged.
If your challenge is not resolved to your complete satisfaction, you will then have the right to complain to the Information Commissioner.
If you feel your request has been handled unfairly you should, in the first instance, complain using NPH’s Customer Feedback form and address it to the department you have been dealing with. NPH’s Complaints procedure (a full copy of which is available by telephoning or writing to NPH’s Data Management Officer) will then be used to try and resolve your complaint.
Yours sincerely,
Santina Chambers
Data Management Officer
Northampton Partnership Homes
01604 838794 | 0300 330 7003