Contact UsCustomer Feedback
Tees Valley Housing Ltd encourages customer feedback in order to improve its services. With service improvement in mind we collect customer satisfaction data in a variety of ways. These include comprehensive 3 yearly surveys, feedback on individual service areas, satisfaction with new developments, satisfaction with major repairs and property improvements, satisfaction surveys involving specialist activities and surveys aimed at particular clients groups.
3 Year Survey
Tees Valley Housing Ltd carries out a comprehensive customer survey every 3 years. The latest survey was undertaken in 2006/2007. The survey was carried out by an independent research organisation.
The latest survey shows an increase in customer satisfaction in most areas (see table below)
| 2006/07 (%) | 2003/04 (%) | 2000 (%) | |
|---|---|---|---|
| BVPI 74 – overall satisfaction with landlord | 85.5 | 83 | 75.4 |
| BVPI 75 – satisfaction with opportunities for management and decision making | 65.9 | 51.6 | 31.2 |
| Satisfaction with time taken between reporting repair and carrying it out | 89.5 | 77.8 | 76.3 |
| Satisfaction with politeness of worker/staff | 94.8 | 91.5 | 92.5 |
| Satisfaction with quality of work | 82.5 | 81.9 | 82 |
| Percentage of tenants satisfied with being kept informed | 87.6 | 57.2 | 42.6 |
| I like the home I live in | 88 | 90 | 89.1 |
| I feel safe in my home | 81.8 | 81 | 78.1 |
Individual Service Satisfaction Surveys
In addition to the 3 yearly surveys, we collect satisfaction feedback at the point where our customers receive a service. This aids continuous improvement to develop the type of services that you want from us.
These surveys are usually carried out over the telephone by staff employed in our Customer Service Centre, not those performing the service to be tested.
We have found telephone surveys increase the response rate significantly compared to other methods and helps us to use the feedback received to both monitor and improve services. As part of the feedback process, we ask you to rate our service from 1 to 10.
The repairs service was the first area to be tested this way following a review of our systems in 2004/5. In Quarter 4 of 2007/8 96.5% of people using the repair service have rated the experience at 8 out of 10 or higher. Annually the satisfaction rating was 96.2%
We also collect satisfaction data from customers of Tees Valley over a range of other services:-
Lettings
Of those allocated a property during 2007/8 the rating of the 8 out of 10 or above was:
| Quarter 4 2007/08 | 2007/08 | |
|---|---|---|
| Overall Allocation process | 97% | 85% |
| Property condition | 81% | 70% |
The ratings reflect the high standards and quality of service we deliver and that our customers have come to expect.
Antisocial Behaviour (ASB)
Satisfaction call backs to those customers who have had an ASB complaint resolved during 2007/08 giving a rating of 8 out 10 and above was 42% in Quarter 4 and annually 52% for the overall service offered in this area.
Satisfaction surveys on Antisocial Behaviour will now be recorded using the guidelines set out in the Respect Standard for Housing Management
Complaints
Satisfaction call backs to those customers who have had a Complaint resolved during 2007/08 giving a rating of 8 out 10 and above was 44% in Quarter 4 and annually 51% for the overall service offered in this area.
Recently introduced new technology is now improving the recording and monitoring on all types of complaints. This new reporting technology will reflect more accurately customer satisfaction.
Feedback gathered from all types of complaints has also led to improved access to our services including the introduction of text messaging and more opportunities to report via the website.
Repair Response times
We had the completion rates for repairs as below and our satisfaction surveys showed 96.2% rated us 8 out of 10 or above for the overall service.
| Quarter 4 2007/08 | 2007/08 | |
|---|---|---|
| Emergency - 24 hours | 98% | 96.9% |
| Urgent - 5 days | 93% | 93.6% |
| Routine - 21 days | 93.2% | 91.9% |
Overall Service Satisfaction
On the whole you appear to be very satisfied with the service we offer with 83% of people surveyed in Quarter 4 and annually 77% of you rating the overall service and the way we look after you as customers as excellent and good with a rating of 8 out of 10 and above
The above satisfaction ratings are indeed pleasing and demonstrate that as an organisation we “say what we do and do what we say”. We will still strive to improve and progress to ensure that we deliver the very best to you. To enable us to do this we need your feedback and assistance either in the form of a complaint, suggestion, comment or compliment so contact us and help us to make a difference for you.
What Next?
We plan to carry out satisfaction surveys on more individual service areas as part of our commitment to continuous improvement. Results of our performance will be published on our website and in future editions of Tees Valley News. We will also provide feedback on specialised or one–off surveys as they take place from time to time.
More Performance Information?
If you want to obtain further information about the performance of Tees Valley Housing Ltd or indeed wish to compare us with other organisations providing similar services, public access is available via the Housing Corporation website www.housingcorp.gov.uk. Look in the section titled ‘performance indicators’.
