Outcome from Sold Property and Factoring Survey February 2009
In February 2009 the Housing Repairs and Maintenance Section carried out a survey of owners to establish their perception of the Sold Property, Factoring and Repairs Service currently provided.
1000 questionnaires were sent out and 120 customers completed them which represented a response rate of 12%.
Summary of Key Findings:
Our findings told us the most popular way our customers contact the Sold Property and Factoring service is by telephone, although 10% of customers visit in person at the repair centre.
When contacting Sold Property and Factoring, generally customers found staff helpful, quality of information provided was satisfactory and enquiries were efficiently dealt with.
The report did identify areas for improvement;
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There is a perception that Sold Property and Factoring staff are not trained to resolve problems, that some staff have an abrupt manner and nobody is taking responsibility.
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The report also identified that our customers require more information on their invoices and that, letters are the preferred way that customers want to be kept informed, with newsletters being the second most popular.
There were also a number of areas identified that are outwith Sold Property and Factoring direct control, but impact on the service. These were:
- Extended hours to report or inspect repairs.
- The report highlighted an issue with the helpfulness, quality of assistance and advice provided by the Maintenance Officers. (These officers do not directly work for Sold Property and Factoring)
- Repair quality and completion times need to improve.
- Operatives are not routinely showing ID or keeping the site sufficiently clean and tidy during works.
- The overall repair service is perceived to be poor where only 34.7% said they were very satisfied or satisfied. Customers would like general and routine repairs completed quicker with more challenging timescales.
Response to findings:
These findings have provided invaluable information in order that we can improve the services provided. Housing, Repairs Plus will use the results positively to implement new procedures and practices to meet customer expectations. An action plan has also been developed to address those areas of improvement.
Action Plan
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Action to be Taken
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Date of action
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Refresher training for all front line staff
on customer care
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December 2009
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Carryout appropriate training for Maintenance Officers
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December 2009
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Carryout an option appraisal on having dedicated Sold Property Maintenance Officers
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October 2009
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Review target times for repair categories
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August 2009
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Implement new repair category target times if appropriate
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October 2009
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Develop service standards
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December 2009
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Increase quality audits and monitoring of repairs to common parts in mixed tenure blocks to increase repair quality
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September 2009
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Implement interim measure to provide more information on customer notification letters
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December 2009
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Complete Kaizen action plan to achieve improved information on invoices
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July 2010
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Issue letter/newsletter to customers at 6 monthly intervals
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December 2010
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Delivery toolbox talk to Craft Operatives on importance of displaying ID and site tidiness
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August 2009
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Click on the links below for further information
Copy of Questionnaire
Summary of Responses
Final Report
