Our performance
The new simplified postcard flyer version of the New Tenancy Survey has been up and running for some time now and we have also now launched a new survey for all repairs in a similar format. Please do return these surveys as your feedback is important to
helping us continually improve the services you receive.
Everyone who returns a survey will be entered into a quarterly draw to win £50 in high street vouchers. The winners for the first two draws are Mrs Brunton from Cromer and Miss Howard from Fakenham.
The first set of results from these new surveys can be found below.
Your Opinions Matter
We are also now launching a new simplified satisfaction survey which will replace the bi-annual STATUS survey. We are required by our regulators to carry out this survey and the results will
be used not only by us to make improvements but also to benchmark our performance against
other Housing Associations nationally.
We will be sending this survey to 25% of all tenants on a rolling quarterly basis, so look out for
your copy in the post at some point over the next year.
As with the Repairs and New Tenancy surveys, everyone who returns their survey will be
entered into a quarterly prize draw to win high street vouchers, so please make sure you
return it to us to be in with a chance of winning.
Keep an eye out in the post for the first one which will be going out in June. We will share the results on this page in future editions of Door to Door, as well as publishing the winners of the prize draw.
'Your Repairs' Satisfaction
(As at April 2012)99% of customers were either satisfied or very satisfied with the service they’d received from our Repairs team
99% of customers told us that we arrived on time to their appointment
100% of customers told us that we left their home clean and tidy after their visit
84%of customers were very satisfied with the quality of the repair carried out
While these results are encouraging we are
continually striving to improve our repairs service.
Since bringing all of our repairs staff in-house, we
have now restructured the team and are looking to
appoint a new director with sole responsibility for
Repairs and Maintenance. We continue to work
closely with our tenant led Repairs and Maintenance Forum and from the start of June we
are extending our opening hours on a Thursday for
a trial period, enabling routine repairs to be carried
out early morning and evening, providing tenants with a greater level of service.
'Your New Home' Satisfaction
(As at April 2012)100% of customers were satisfied with the service we have provided them to date
93% of customers were satisfied with all aspects of our viewing and interview process
90% of customers were satisfied with how we explained our sign up process and the services we offer.
Explaining our sign up process and the services we offer were the two areas where new tenants did not feel we performed as well. However, it is very difficult to explain in full the vast range of services we offer. It is important that our Neighbourhood Teams ensure that new tenants are fully aware of the sign up process together with their rights and responsibilities. This will be particularly important in light of the forthcoming benefit changes which start being introduced in 2013.
