Clyde Valley Property Services (CVPS) is a Subsidiary Company of the Clyde Valley Group that was set up in January 2006. CVPS provides a factoring service for 2942 owner-occupiers in both North and South Lanarkshire.

Owner Satisfaction Survey

During 2009 we carried out our 2009 Customer Satisfaction Survey, which was carried out by an independent market research company.

Because we're committed to continuous improvement, we've looked closely at those aspects of our service delivery where customers are less satisfied. Listed below are some key areas of our service delivery where we are changing how we work so that we can better meet the changing needs and expectations of our customers.

You Said	We Did
Landscape Maintenance 50% satisfaction with our landscape maintenance service, but 29% dissatisfaction. 37% of those dissatisfied cited poor standard of work, 32% the limited amount of work carried out, and 24% poor value for money.	Landscape Maintenance Routinely monitor and review how our contractor performs to ensure compliance with the contract specification, quality and value for money. Agreed new contract management arrangements from 1 April 2010 to monitor performance more closely.
Common Repairs 50% satisfaction with common repairs, but 19% dissatisfaction. 19% of those dissatisfied cited inability to get work done, 18% a reluctance to pay for others, and 17% poor standard of work.	Common Repairs Scope of works and owner participation is determined by the Deed of Conditions, but routinely monitor contractor performance to ensure quality of work and value for money. New Asset Management Strategy seeks to give earlier warning of planned works to maximise participation.

Arrears

Many owners pay their factoring bill when it falls due. But unfortunately not everyone pays on time and at 31 March 2011, £191,635 was outstanding in factoring arrears.

Where owners fail to pay, legal action is taken against owners to recover factoring arrears.