Customer feedback and satisfaction

We carry out a range of surveys to see how our services are performing and to see if there are areas we can improve. We carry out monthly satisfaction surveys for repairs, customer services, new residents and complaints. From time to time we carry out one off surveys and we recently did a survey to test the effectiveness of the North London - Closer to You - Housing pilot. For more information on the pilot please click here

Here are some of the results from some of our recent surveys.

North London - Closer To You - Housing pilot

We spoke to a total of 2000 residents in January 2012 and July 2012 and we found that overall satisfaction with Viridian improved by 4% in North London following the pilot. We will now be looking to implement this way of working across all our housing regions.

Complaints

We've spoken to 88 complainants between April and September 2012, 96% of complainants were satisfied with how their complaint was handled.

Repairs

We've spoken to 600 residents and 78% have said that they're happy with the repairs service. We working towards achieving 95% satisfaction and we're looking at ways to improve. One of the improvements we've implemented is re-organising our Customer Services team to make booking and scheduling repairs more effective. We hope this team will be in place shortly and that you will start to see an improvement over the coming months.

Upcoming surveys