Customer Excellence
In response to customer feedback, Clyde Valley established a Customer Care Working Group which was attended by staff, customers and the Tenant Participation Advisory Service (TPAS). The main aim of the Working Group was to consider and develop a Customer Charter for CVHA.
This was an excellent piece of work by all those involved and we would like to thank those staff and customers who contributed. We have a Charter that reflects what customers and staff want, and that is also achievable and measurable and has been huge in part towards the achievement of our Customer Service Excellence accreditation.
Over the past year we have been contacting a sample of customers who have received a service from us each month, whether it be relating to repairs, letting a home, accessing our welfare benefits service, or just general complaints, comments and compliments.
The survey is conducted by an independent consultant to ensure that all feedback we receive is transparent and honest and is focused around delivery of our Customer Charter and Service Standards. We then consider this quarterly at our Customer Care Working Group and look to see if there are specific areas that we can focus on to further improve processes or procedures, and ultimately, services for our customers.
Overall our results were excellent. This is down to the great team we have working at Clyde Valley and the relationships we have with our customers, however, there are some areas where we need to get better. Detailed below are our results for the first year and our actions:
Customer Details
| Number of Customers Surveyed | 481 | ||||
|---|---|---|---|---|---|
| Tenants | |||||
| Type of Customer | Tenant | 97% | |||
| Owner | 1.5% | ||||
| Contractor | 0.25% | ||||
| General Enquirer | 0.25% | ||||
| Consultant | 0.25% | ||||
| Potential Tenant | 0.75% | ||||
| How Customer Contacted the Association | Visiting Office | 5% | |||
| Telephone | 40% | ||||
| Repairs Freephone | 41% | ||||
| Writing | 1% | ||||
| 1% | |||||
| Staff Member Visit | 8% | ||||
| Other | 4% | ||||
Customer Satisfaction
| Very/Fairly Satisfied | Neither/Nor | Fairly/Very Dissatisfied | ||
|---|---|---|---|---|
| Overall satisfaction with customer care | 95% | 2% | 3% | |
You Said: Dissatisfaction was in predominantly relation to our repairs service and anti-social behaviour complaints.
We Did: there were particular issues that we raised with our Repairs contractor to eliminate any similar matters occurring. We also introduced a good neighbour agreement into our Tenancy Packs which we outline to all new tenants.
Customer Care Provided
| Satisfied | Dissatisfied | ||
|---|---|---|---|
| Time taken to acknowledge enquiry. | 98% | 2% | |
| Being able to speak to someone who could help. | 98% | 2% | |
| Staff member welcoming and friendly. | 98.5% | 1.5% | |
| Staff member polite. | 99% | 1% | |
| Staff member professional. | 99% | 1% | |
| Being kept up to date with progress. | 92% | 8% | |
| Getting as much information as needed. | 95% | 5% | |
You Said: Dissatisfaction was in relation to being kept up to date with progress, responding to enquiries and having a direct contact.
We Did: we are currently introducing a new Complaints, Compliments and Comments digital system that will allow us to provide immediate acknowledgements, allocate a staff member and follow up responses to all complaints received. This is due to be implemented in Autumn 2011.
Repairs Service
| Very/Fairly Satisfied | Neither/Nor | Fairly/Very Dissatisfied | ||
|---|---|---|---|---|
| Overall satisfaction with repairs service | 90% | 4% | 6% | |
| Ease of reporting a repair. | 97.5% | 2% | 0.5% | |
Repairs by Appointment System
During the year we introduced a Repairs by Appointment system for our routine repairs, following customer feedback.
Of those surveyed, all but 3 appointments were kept by the Contractor and 76% of those repairs were completed within the first visit.
Repairs Satisfaction
| Satisfied | Dissatisfied | ||
|---|---|---|---|
| Helpfulness of repairs staff. | 97% | 3% | |
| System for arranging repairs. | 97% | 3% | |
| Contractor arriving by target date. | 98% | 2% | |
| Time taken to undertake repair. | 95% | 5% | |
| Attitude of contractor. | 98% | 2% | |
| Tidiness of contractor. | 99% | 1% | |
| Quality of repair. | 93% | 7% | |
| Level of disturbance. | 96% | 4% | |
You Said: Dissatisfaction was in predominantly relation to time taken to undertake repairs and quality of repairs.
We Did: there were particular issues that we raised with our Repairs contractor to eliminate any similar matters occurring as well as the introduction of our Repairs by Appointments system.
Allocating our Homes
| Satisfied | Neither/Nor | Dissatisfied | Don't Know | ||
|---|---|---|---|---|---|
| Amount of notice received before moving into property. | 90% | 3% | 3% | 4% | |
| Information provided before becoming a tenant. | 90% | 0% | 3% | 7% | |
| How well terms of tenancy agreement explained. | 90% | 0% | 0% | 10% | |
| Assistance provided by staff when moving into property. | 93% | 0% | 3% | 4% | |
| Condition of property. | 90% | 0% | 6% | 4% | |
| Follow up from Association to ensure you were settling in. | 90% | 0% | 0% | 10% | |
You Said: Dissatisfaction was in relation to condition of property and complexities of tenancy information.
We Did:We have reviewed our tenants’ handbook, incorporating a good neighbour agreement and also improved our procedures for allocating empty houses.
Brand New Homes
| Very Satisfied | Fairly Satisfied | Neither/Nor | Fairly Dissatisfied | Very Dissatisfied | ||
|---|---|---|---|---|---|---|
| Overall satisfaction with design and layout of home. | 85% | 15% | 0% | 0% | 0% | |
| Satisfaction with aspects of property. | 81% | 16% | 1% | 1% | 1% | |
You Said: most dissatisfied with window locking mechanisms, storage in bedrooms, location of TV aerial points and the TV reception.
We Did: we will consider this as part of design element of future new builds.
General and Anti-Social Behaviour Complaints
| Satisfied | Dissatisfied | ||
|---|---|---|---|
| Received an acknowledgement. | 78% | 22% | |
| Given timescales to when I would receive a response. | 46% | 54% | |
| Clear explanation about the decision reached. | 80% | 20% | |
You Said: Dissatisfaction was predominantly in relation to being kept up to date with progress.
We Did: we are currently introducing a new Complaints, Compliments and Comments digital system that will allow us to provide immediate acknowledgements, allocate a staff member and follow up responses to all complaints received. This is due to be implemented in Autumn 2011.
Complaints related predominantly to anti-social behaviour and these were dealt with in a number of ways by our Housing Officers and Operations Team.
Welfare Benefits Service
| Very/Fairly Satisfied | Neither/Nor | Fairly/Very Dissatisfied | ||
|---|---|---|---|---|
| Overall satisfaction with service. | 100% | 0% | 0% | |
