Customer feedback and satisfaction
One of the objectives in our Corporate Strategy is to achieve 95% satisfaction with the repairs service and our service charges which demonstrates the importance we place on feedback from our customers.
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
We work with a company called Face Facts. If you are contacted by Face Facts, please take five minutes to complete the short survey. You can find out more information about Face Facts on their website.
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.
We've spoken to 88 complainants between April and September 2012, 96% of complainants were satisfied with how their complaint was handled.
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.
- In October 2012 we'll be asking those of you who pay a service charge some questions, please do take two minutes to answer these.
- We will continue with our monthly satisfaction surveys.
- We will be calling residents who have had a repair to see whether the job has been completed satisfactorily.
For more information on satisfaction surveys or if you've any questions please contact Jonathan Pace - Feedback Reporting Officer via email or phone: 0203 202 3655.