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Sheltered Housing Annual Survey Results 2025
Every year, we ask tenants across our eight sheltered housing complexes to share their experiences of living with ACHA. This feedback is important to us because it helps us understand what we’re doing well and where we need to improve.
In 2025, we issued 187 surveys and received 101 completed responses, giving us an overall return rate of 54%.
What you told us
The results paint a positive picture of life in our sheltered complexes, with particularly strong feedback about the staff who work within them. 95% of respondents rated the respect shown to them by ACHA staff as excellent or good, and 93% gave the same rating for the support they receive. In the open comments, tenants consistently singled out on-site staff and community support assistants for special praise, describing them as caring, experienced, and going above and beyond in their roles.
On communal facilities and the overall environment, 84% of tenants rated their complex as excellent or good, with many highlighting a genuine sense of community and belonging. Feedback on safety and security was similarly positive, with 88% of respondents feeling well-protected in their home.
In terms of information and communication, 81% of tenants said they felt well-informed about ACHA and the services we provide, and 83% were aware of our complaints policy.
Where we’ll focus next
We take the areas of concern raised by tenants seriously. Feedback highlighted that complaints can take too long to resolve, and that tenants would welcome more proactive communication. Particularly around repairs, workmen on site, and changes to services. Comments also pointed to the need for improvements in garden maintenance, laundry facilities, heating, and communal spaces at some complexes.
We are reviewing all this feedback and will use it to inform our service priorities for the year ahead.
Thank you to everyone who took the time to complete the survey. Your views genuinely shape the way we work.
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