Community Insight was commissioned by Innisfree Housing Association in early 2010 to follow up on the STATUS survey the housing association conducted the previous year. The project brief was to explore areas of disatisfaction among Innisfree tenants identified in the previous survey and ask tenants for ideas on how things could be done differently.
Peer consultants contacted almost 300 of Innisfree’s tenants by telephone and conducted in-depth interviews with 40 people who said they were unhappy with an aspect of Innisfree’s services. These interviews explored tenants’ reasons for disatisfaction and what they thought Innisfree could do to improve the services they received. Interview questions related to:
The information recorded during interviews formed the basis of a report outlining tenants’ assessments of the services they receive and explaining reasons for declining satisfaction.