Thumbs up for Optima

A massive 91.8% of residents surveyed gave Optima the thumbs up stating they were very happy or satisfied with the service they receive up from 58% when Optima first took over five run down Birmingham city centre council estates 10 years ago.

Optima’s staff have an even higher rate of approval with 94.9% of residents saying staff were friendly and willing to help.

Simon Kimberley, chief executive of Optima, said:  “To receive top marks from our residents is fantastic and is a credit to the hard work of all our staff.”

“We are committed to listening to the views of our residents and delivering the services they tell us they want.  We are certainly not complacent and will now be drawing on residents’ comments to see how we can maintain and even improve on our already high standards of service.”

 

Resident involvement is seen by Optima as a key factor in improving services.

 

Marie Winning, performance management officer said: “Residents are actively involved in monitoring and giving their feedback on services through a range of groups and initiatives. They can then influence the way services are shaped and delivered. Resident involvement has resulted in a more flexible range of appointment times for repairs to be introduced.”

 

Wolverhampton based Customer Services Network, carried out the survey for Optima, with the results reported to the Tenant Services Authority which regulates housing associations throughout England.

 

Optima’s survey is carried out in a rolling programme over a three year period to enable the housing association to gather continuous feedback on performance rather than rely on a snapshot survey every three years which is the typical method for collecting data across the sector.  

 

Birmingham based Optima Community Association owns and manages over 2,000 homes in the city and is leading the  £550 million regeneration of the Attwood Green estates.

 

Along with homes for rent, Optima also provides sheltered housing, new-build homes to buy on a shared ownership basis and a range of social and economic support services for residents.