We carried out a STAR (survey of tenants and residents) customer survey in August 2020. More than 2000 of our customers responded online or over the phone. We are using your feedback to ensure our services are truly customer centric.
We launched a new website in January 2021 to make it quicker and easier for you to find the information you need. Lots of customers helped with the design and content of the new site by giving us feedback on the designs, wording and pages they use the most. You told us that being able to contact us easily was important to you, so our new website includes a chatbot which can help with our most frequently asked questions. If the chatbot can't help it can connect you to a member of our customer service team.
Our popular befriending service has continued throughout the Covid-19 pandemic with more than 100 calls being made each week, providing that extra support to customers who need it.
We conduct a range of customer satisfaction surveys. Overall, our customer satisfaction remains high, with our response repairs service achieving 98% and our lettings department achieving 96% for the 2019 to 2020 period.
Our complaints procedure has two stages and is compliant with the housing ombudsman’s complaint handling code. However, we aim to handle complaints to the customer’s satisfaction as early as possible without the need to progress further.
During 2019 to 2020, we received 608 stage one complaints and 44 Stage two complaints. We are pleased to report that during 2019 to 2020, 93% of complaints were resolved at stage one.
We run a series of workshops for managers to discuss how complaints can help us to improve services. We also introduced an updated complaints policy to outline how we will investigate complaints and the work we will do to resolve them.
During 2019 to 2020, there were 40 compliments received across the business. This is a great way to review what we do well and to share good practice.