Resident standards:
The customer satisfaction survey results
Feedback from residents
Between April 21 and March 22, our external survey partners contacted 604 residents. The results indicate that more work is needed in areas such as the repairs contract, how we handle queries and overall satisfaction. We are continuing to listen to resident feedback to improve our service and we are hopeful that the Customer Service Standards introduced in Year 3 will have a positive impact on our residents.
“I'd again also like to thank you personally for how you've handled our correspondence and my complaint, I know it has been quite a stressful one not just on my behalf but on all parties dealing with it. You've been very helpful throughout and always understanding.”
ccha resident
Our customer service satisfaction data (April 2021 to March 2022) shows that:
of residents were satisfied with the services they received (target 80%).
This is lower than the previous year and we are disappointed this score wasn’t higher. We are working hard in year 3 to improve this.
of residents were satisfied with our work to keep communal areas clean and safe (target 85%).
of residents were satisfied with internal communal cleaning (target 80%).
of residents were satisfied with the communal gardening service (target 80%).
We are generally pleased with these results, which exceed the results from 2020-2021. However, with higher targets for this year, we are slightly below where we would like to be.
of residents agreed that we are easy to deal with (target 80%).
65% were satisfied with the ease of getting hold of the right person (target 80%).
61% of residents were satisfied with the way we handled their query (target 80%).
of residents were satisfied with the outcome of their enquiry (target 75%).
of residents were satisfied that we listen and act on their views (target 75%).
Improvement is needed on all the above measures, however with the implementation of the Customer Service Standards, reception scripts and continuing customer service training, we hope to see these results improve for year 3.
of residents were satisfied with our engagement with them (target 75%).
We were really pleased to meet this target again. We continue to share information by letter, email, text and on our website and social media. We hope to have more resident involvement over the next year.
of residents were satisfied with how we responded to the Covid-19 crisis (target 75%).
The importance of communication and keeping residents updated has been highlighted over the past two years. We are disappointed to miss this target and will continue to work on our communication.
of residents were satisfied with the overall quality of their home (target 85%).
of residents were satisfied with our provision of safe and secure homes (target 85%).
81% of residents were satisfied with their neighbourhood (target 85%).
We continue to focus on safety and the community. We are pleased these results are improving and will continue to work hard to maintain the safety of all our homes.