GSA & Their Surveys
A great way to steer the company in the right direction? A way to engage with residents and ensure their voice is heard? Results consistently published and participants rewarded with a prize draw? Hiring an external company to compile the results and to ensure data integrity, what could go wrong?
mySurveys
Your feedback is essential to help us understand if you’re happy with the services we offer, and the way we deliver them. It tells us what changes we need to make, how we need to improve, and enables us to make decisions on new services to introduce.
How many people are completing these surveys and by doing so helping to steer GSA in the right direction?
Working on the assumption and published figure that GreenSquare’s property portfolio consists of circa 12,000 homes (before the merger with Accord) weI have calculated the response rate to the published surveys: - Data gathered from GSA website
Jan 2019 Standards of Service - surveys completed 157 (1.3%)
Feb 2019 Rents and Service Charges - surveys completed 153 (1.3%)
Mar 2019 Together with Tenants - surveys completed 149 (1.2%)
Apr 2019 Community Involvement - surveys completed 119 (1.0%)
May 2019 Out of Hours - surveys completed 172 (1.4%)
Jun 2019 Antisocial Behaviour - surveys completed 192 (1.6%)
Jul 2019 Repairs Service - surveys completed 261 (2.2%)
Aug 2019 Community Funding - surveys completed 158 (1.3%)
Sep 2019 Estate Services - surveys completed 253 (2.1%)
Oct 2019 Tenancy Management Team - surveys completed 199 (1.7%)
Nov 2019 GreenSquare and our accountability to customers - surveys completed 178 (1.5%)
Dec 2019 Contact Centre Service - surveys completed 211 (1.8%)
Jan 2020 Planning your Finances in December - surveys completed 160 (1.3%)
Feb 2020 GreenSquare Customer Feedback - surveys completed 218 (1.8%)
Mar 2020 Customer Engagement Strategy - surveys completed 160 (1.3%)
Apr & May 2020 Dealing with the Coronavirus Outbreak - surveys completed 305 (2.5%)
Jun & Jul 2020 Fire and Electrical Safety and Digital Access - surveys completed 157 (1.3%)
Aug & Sep 2020 Communicating with our Customers - surveys completed 416 (3.5%)
Oct 2020 Estate Services - surveys completed 141 (1.17%)
Nov 2020 Antisocial Behaviour - surveys completed 258 (2.5%)
Dec 2020 & Jan 2021 – GreenSquare End of Year Review - surveys completed 199 (1.65%)
GreenSquare Institute of Customer Service survey - February 2021 - Results not published due to error on page
In 2019 GreenSquare had a total response rate of 2202, an average of 183.5 across the 12 months, an average of 1.5%
In 2020 it appears GreenSquare became less focused on resident feedback as from April 2020 they (with the exception of October and November) would split one survey across two months.
2020 GreenSquare had a total response rate of 1914.5, an average of 159.5 across the 12 months, an average of 1.3%
2021 GreenSquareAccord appear to have become even less focused on resident feedback, they have continued to post surveys on the MyGreenSquare portal but have failed to publish the results.
January was split with December of 2020 (0.8% if we split the number of response between the two months, 99.5 responses)
February although published (as mentioned above) there is an error on the page so the results have not been shared.
March - August have not been published.
Screenshot of the ‘Our recent surveys’ as of 30th August 2021
What about the monthly prize draw winners?
What about them indeed.
Everyone who takes part in a survey will be entered into our monthly prize draw with the chance to win £250. And for each survey you complete you’ll also get an entry into our winter prize draw; you could win a top prize of £500 or one of two runners up prizes of £250.
As these surveys no longer run monthly it is impossible for there to be a monthly winner.
Wouldn’t it make sense to advertise these winners so that GSA would attract more residents to take part and achieve a higher response rate?
When asked why GSA didn’t publish the monthly prize draw winners a GSA resident was told this wasn’t possible due to data protection laws.
This wasn’t always the case. On the 14th May 2013 they published the annual winners (who were correctly redacted so to not breach Data Protection) again on the 19th Oct 2015, and again in April 2016.
This is concerning. Even when GreenSquare were invested in resident feedback they managed to only engage with a rather insignificant number of residents. As their interest reduced so inevitably have the response rates, and now GSA don’t even share the results.
An email from a concerned resident to GSA
Each month we’ll launch a new survey for you to fill in. You’ll be sent a message to let you know it’s ready; and once you’ve signed into myGreenSquare you just need to go to the mySurvey 'tile' and click the 'Please complete the latest survey' button to get started. - GSA website