In February 2010 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. This consultation exercise formed part of the sections rolling programme of consultation and was a repeat of the exercise carried out in February 2009.
1000 questionnaires were sent out and 131 customers completed them which represented a response rate of 13%. The return rate shows a slight increase on the 12% return rate in 2009.
Summary of Key Findings:
The findings indicated that our customers were most satisfied with:
- The Sold Property and factoring service, including helpfulness of staff member, quality of assistance and information provided
- Answering the telephone
- Helpfulness of the Maintenance Officer
- Tidiness of site during works
- Quality of assistance given by repairs service
The areas of least satisfaction were:
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Overall timescale-reporting to completion of repair
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Timescale from reporting to starting work
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Overall repairs service
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Time to complete repair
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Quality of information provided by the repairs services
Comparing 2010 results with those of 2009 has highlighted the following:
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The number of visits to our office has reduced, while contact has increased by telephone from 79% in 2009 to 89% in 2010
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The helpfulness of the craft operative has increased from 46% in 2009 to 53.40% in 2010
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The standard of completed work increased from 43.14% in 2009 to 54.10% in 2010
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Owner satisfaction with the information on notification letters and invoices increased in 2010 (Sold Property and Factoring +6%, Repairs Service +7%)
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Customers have indicated that the timescale should be reduced for both general urgent and routine repair categories
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Encouragingly out of 15 elements we asked our customers to rate, 14 elements show increased satisfaction levels when compared to 2009
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.
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Action to be Taken
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Date of action
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Review target times for repair categories
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October 2010
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Review ways to increase use of email and the council’s website for a means of contact
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November 2010
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Issue letter/newsletter to customers at 6 monthly intervals
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December 2010
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Review work method and practice to increase customer satisfaction with standard of work completed
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January 2011
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Provide further training and support to dedicated sold property officers to increase customer satisfaction
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February 2011
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Evaluate processes and procedures to identify possible improvements for time taken from report to completion of repair
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March 2011
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Final Report
Data Summary
