During 2009 we undertook our Customer Satisfaction Survey, which was carried out by an independent market research company.
The survey revealed high levels of customer satisfaction across the range of services that we provide, with 91% of tenants satisfied with Clyde Valley Housing Association as a landlord. However there were a small number of areas identified within the survey where we could do better.
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 |
Repairs Service
- 69% satisfaction with our repairs service.
- 73% of tenants consider Repairs By Appointment as a priority.
- Tenants unclear on our policy and procedures for handling repairs.
- History of flooding problems in some estates.
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Repairs Service
- Follow up focus groups and telephone interviews with customers have helped us to target areas of dissatisfaction.
- Agreed to set up a Repairs By Appointment Working Group, to pilot and to roll-out this new service during 2010/11.
- Plan to include information on our policy and procedures in our newsletters and on our website.
- Agreed to invest in drainage works to tenanted properties from 2010 onwards to tackle the worst affected estates.
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Tackling Anti Social Behaviour
- Tenants are not always clear how complaints are handled and progressed.
- Tenants do not always log incidents of anti social behaviour.
- Tenants are not always clear that complaints have been concluded.
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Tackling Anti Social Behaviour
- Agreed that even where a complaint is informal, we will write to customers confirming that we are dealing with their complaint formally and clearly stating the basis of their complaint.
- Agreed that where we issue diaries for logging incidents of anti social behaviour, we will clearly explain their importance and also follow up with customers who do not contact us further to ensure that they are completing diaries or that no further incidents have arisen.
- Agreed that where we have reached a conclusion with a complaint, or where we have not received notification of further incidents, we will write to customers confirming that the complaint has been concluded as well as providing information on how we can assist should further anti social complaints arise.
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Neighbourhoods
- Tenants in some areas are experiencing problems with anti social behaviour of youths, dog / cat fouling and loitering.
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Neighbourhoods
- Agreed to continue to carry out routine estate inspections and to work in partnership with the police, dog wardens, etc to take appropriate action where required.
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Rents
- Over 91% of tenants agree that similar properties should have similar rent charges.
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Rents
- Set up the Rent Harmonisation Working Group to develop the methodology for standardising rents – the new rent setting policy was introduced on 1 April 2010.
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Customer Satisfaction
- With regards to the time taken to speak to relevant staff member, satisfaction had fallen from 98% in 2005 to 89% in 2009. In terms of the helpfulness of staff, satisfaction has fallen by 7% from 95% in 2005 to 88% in 2009. Satisfaction with the quality of advice and assistance has remained relatively unchanged (87% in 2005).
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Customer Satisfaction
- Set up Customer Care Working Group and established the Clyde Valley Customer Care Charter in liaison with customers, staff and the Tenant Participation Advisory Service.
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