Our performance
All figures quoted on this page are based on the service satisfaction forms you return to us and in this case, relate to the period of (1 October 2011 – 31 December 2011). Your views are very important to us and we know that some tenants are frustrated by the number of surveys we send out. Following the introduction of simplified handheld PDA surveys for all repairs and gas servicing, we have also replaced the new tenancy survey with a simplified postcard format and we are in the process of implementing a postcard style survey for repairs, for those of you who do not wish to complete the questionnaire on the handheld device.
Your views are important to us and we shall continue to make improvements to ensure it is as easy as possible for you to provide feedback. Only by gaining insight of your customer experience can we continually improve our services for the benefit of all tenants. Your satisfaction with the following service areas is currently as follows:
Anti Social Behaviour
At Broadland Housing we take all instances of anti-social behaviour (ASB) very seriously and will carry out a full investigation whenever you have been dissatisfied with our response to your complaint. There were 120 reported instances of ASB for the period and we received 4 complaints relating to our handling of these cases. 2 out of these 4 cases (50%) were deemed to have been dealt with unsatisfactorily. In both cases the outcome the tenant wanted could not be achieved due to a lack of evidence. We investigate all reports of anti social behaviour but the nature of some instances mean that it can be difficult for us to take action in certain situations. We need tenants to work with us and in some cases the perpertrators to help us reach resolutions that are satisfactory to all. Please see page 16 for a real life example of just one of the many ways anti social behaviour can be dealt with.
Repairs Service (95%)
While our repairs performance currently meets our target of 95% we are continually striving to improve in this area. The introduction of new simplified surveys and follow up phone calls will enable us to gather more feedback on the repairs carried out and we are confident that this insight, combined with the work of our tenant led Repairs and Maintenance Forum will help us make further improvements. We brought the repairs service in house last year to improve the customer experience and this function becomes more deeply embedded in the organisation, customers should notice further improvements.
New Properties
(97%)
Aids and Adaptations
(100%)
End of Tenancy (100%)
