To ensure we are consistently meeting the needs of our tenants, TNDC conducts annual resident satisfaction surveys to ensure our property management services are meeting our high standards while creating safe, comfortable living environments for those we serve. “We ask what our residents like and what they dislike about their housing, whether they are happy with our services and whether there are any serious problems we need to know about,” says Felicia Schruggs-Wright, Director of Property Management.
The anonymous paper survey is distributed to residents in each of our buildings and includes questions about building and unit maintenance, relationships with TNDC staff, safety issues, and neighborhood concerns. TNDC’s fourth annual resident survey shows that 90% of those reporting were either satisfied or very satisfied with their building as a place to live, giving us a consistent approval rating of over 90% for the last four years.
“My requests have always been promptly responded to,” noted a resident of TNDC’s Antonia Manor. “I have often complimented the work of staff for what I feel is one of the outstanding buildings in this area.” 95% of residents responded that their building managers were knowledgeable and skilled and 96% congratulated the work of our maintenance staff.
But the survey also highlighted the areas in which we can improve. In addition to requests ranging from more storage space in units, upgrading elevators, and incorporating green initiatives, this survey brought to light concerns that our residents face about the community in which we operate. While 92% percent of respondents felt either safe or very safe in the lobby of their building, only 55% felt safe on the block just outside. “We can do better,” said Felicia, who has begun the internal discussion of having police patrols by private security companies ensure safety in the immediate vicinity of our residences.
“We will continue to listen to tenant feedback to improve our operations,” she said, and is pushing to increase the response rate to our Tenant Surveys by bridging language barriers through translation and offering incentives for respondents by raffling a $100 gift certificate in each building. “I look forward to the results of the next Tenant Survey.”
