It's all about satisfaction
Somer Housing Group is committed to providing
excellent services to all our customers. If things go wrong, we
need our customers to let us know and give us an opportunity to put
things right.
We also recognise the benefits of actively
listening to our customers because your feedback gives us an
opportunity to learn and improve the way we do things.
Residents have been really good at sending
back customer satisfaction surveys to tell us how our services are
doing, but we want to make the process even better by asking an
external company, Voluntas Housing, to do the surveys on our
behalf. Voluntas already work with other organisations and this
will offer us the opportunity to measure our performance against
other housing providers.
Additional benefits will be:
- Independent surveys;
- Reducing ‘survey fatigue’ for residents by
making sure that if you’ve recently received a survey, you won’t
get another one;
- Good levels of response rates to make sure we
can be confident of what the results are telling us;
- Timely feedback so we can act on it straight
away;
We have asked Voluntas to concentrate on five
key areas of our business:
- Responsive repairs
- Planned works
- Gas servicing
- Re-lets
- Services for leaseholders and homeowners
The survey questions will include
organisational questions to assess overall satisfaction with the
addition of questions relating to the service being tested.
The contract will run for one year from
January 2012. During this time we will review the survey questions
and methodology to make sure it’s achieving everything we set out
to achieve.
The Service Improvement Panels covering these
areas will be involved with survey question design and reviewing
feedback so they can, along with the Resident Scrutiny Panel, hold
the organisation to account.
Your feedback is vital so please complete and
return your survey if you receive one, to enable continued
improvement and excellent services to our customers.
If you require any further information please
contact Beverley Breeds, Customer Feedback Manager on 01225
366007 or email beverly_breeds@somer.org.uk.
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