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

Unfortunately not everyone paid their account in time and in March 2011, XXX was outstanding. The Team are working very closely with our customers and aim to contribute to their target throughout the year, with a more direct arrears recovery solution.

Legal action has been commenced against a number of owners because of factoring arrears however in a number of cases owners have made an arrangement to pay their arrears.

	2008/09	2009/10	2010/11	Difference from 09/10 to 10/11
Factoring Arrears	87%	66%

Right to Buy Sales

The CVPS Team also helped people who wanted to buy their house from Clyde Valley. Throughout 2010/11, 9 houses were sold.

	2007/08	2008/09	2008/09	Difference from 08/09 to 09/10
Right to Buy Sales	16	9	7	-2