In February, our market research company, Acuity, completed their latest phone survey with 150 customers. A huge thank you to all those who agreed to take part.
These quarterly surveys help us understand how satisfied customers are with our services. They also highlight where there's room for improvement. We ask questions about 12 core areas including home safety and maintenance, and neighbourhood management.
Our latest survey results are very encouraging with overall customer satisfaction at 84%. The highest ratings were for provision of a safe home (89%), treating customers fairly and with respect, and keeping customers informed (both 87%). Customers were also satisfied with both the maintenance of their home and the repairs service in the last 12 months (82%).
While most areas show very encouraging results, three areas had satisfaction levels below 70%. We are committed to improving in these areas and are making progress. For example, satisfaction with complaints handling has increased 8% since the previous survey to 53%. We have recruited an additional complaints specialist and there will be more news next month about changes we are making to our complaints process.
In June, we'll be sharing a full year's worth of survey data with the Regulator of Social Housing. This will include data from the Acuity surveys, as well as performance data that we collect directly around building safety and repairs.
This is all part of a new system to help the regulator assess social housing landlords. The results will be published this autumn and will allow tenants to see how well their landlord is doing. You can find out more about the Tenant Satisfaction Measures (TSM) at the Regulator of Social Housing website by clicking the button below.
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