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We are here to listen!
We used an independent research company who carry out satisfaction surveys with customers to find out what they think about the homes and services we provide. Last year (2017-18) they carried out over 13,000 surveys and this is what customers said:
Overall 86%of customers are happy with their home and the services we provide. This is an increase from last year.
85% were happy with their neighbourhood.
93% of new customers were happy with their home and the service they received.
88% were happy with improvements we made to their home.
83% were happy with the repairs service.
88% were happy with our gas service.
65% were happy with the way their ASB case was dealt with. We are working to improve this.
Improving repairs and maintenance
Following of feedback from the independent satisfaction surveys, we have made the following changes:
We now send appointment letters a week in advance, giving you time to rearrange if necessary.
We contact you if we are running late.
As well as offering Saturday morning appointments, we now offer repairs until 7pm.
When other companies carry out repair work on our behalf, we keep you informed throughout the work.
We make sure you are aware of the timescales for any repairs when you report them to us.
We have trained more colleagues to answer calls when we are extremely busy.
We have introduced ‘webchat’ for you to report repairs.
As well as these changes, our Residents Scrutiny Panel have reviewed our repairs service and made a number of suggestions to help us improve. We are now busy working through their recommendations which include:
Improving the support we give to vulnerable customers during the repairs process and providing, or arranging any additional support to help them.
Working with customers to develop clear customer service standards for repairs. Publicising these standards and showing how we are performing against them.
Ensuring that customers are consulted with before introducing changes that will impact them, and involving them in monitoring our performance.
Keeping customers better informed about any delays in completing repairs or any follow-on appointments that are required.
Making it easier for customers to contact the repairs team. Introducing an online service that lets customers report repairs online, check the progress of reported repairs and provides automated updates.
Learning from complaints and customer feedback, and demonstrating the impact of any changes made as a result
Using a call recording facility, so that calls can be monitored for training and quality purposes, and involving the Customer Auditors in monitoring the calls.
Fixing more repairs on the first visit by diagnosing repairs better when customers report them to us.
Providing training to improve the diagnosis of repairs, to ensure that more repairs are completed in one visit.
Providing customer care training for all colleagues who deal with customers repairs.
Taking appropriate action when customers are abusive towards colleagues and ensure that colleagues are supported.
Improving how we deal with complaints
Our Customer Complaints Group have been looking at how well we deal with complaints and how we can improve,. The Panel found the complaint investigation process wasn't always consistent. We have improved this with a new process and better training for colleagues and now carry out quality checks to ensure consistency. The findings of these checks are shared with Customer Complaints Group four times a year.
We recently asked customers if they want to get involved, how they want to do this, and what help we can offer. The top three ways customers told us they wanted to be involved were providing their views online, taking part in telephone surveys or commenting on social media. So we have launched an Facebook group where customers can share their views and have continued to use telephone surveys to gather feedback.
Repairs, improvements, anti social behaviour and rubbish were customers top priorities. And offering incentives, on-line opportunities and holding meeting outside of working hours would encourage people to get involved. This is something we have introduced! Customers told us that time and childcare responsibilities can stop them from getting involved. This is something we can help with.
If you have any ideas for how we can improve our repairs service, we’d love to hear from you!