We used to do this on an annual basis, but from December 2021, we started to complete this monthly. Initially, this was just via email, but from July we started undertaking these via telephone as well.
From the responses received so far (286 as of June 2022), satisfaction scores have reduced since our last survey in 2019 and are lower than the targets we set against each question. Whilst this is consistent with the wider sector and national trends, we are working to understand the reasons for dissatisfaction.
Our teams will address directly any specific issues raised through these surveys, and our focus remains on improving the repair service and our wider quality of communication with tenants, which we know are the two main causes of dissatisfaction with our services.
We are also looking at how we undertake these in the future, as well as to further understand what drives satisfaction.
We expect that recent improvements to our repairs service will now start to take effect in improving overall customer satisfaction.
We will shortly be undertaking a consultation on our new repairs and maintenance policy, so check back here and on our social media channels; Facebook, Instagram, and Twitter for information on this, during August.