Picture of a female tenant and a young boy giving a thumbs up sign

We run a range of Customer Satisfaction Surveys about the services we provide.

Tenant Satisfaction Survey 2017

A telephone and online survey was carried out between October and November 2017 by BMG Research on our behalf. In total 1,201 surveys were completed. The results are representative of what the results would have been had we taken the approach of surveying all tenants. 

Here is a summary of the results:

On-going Surveys

We conduct a range of on-going Customer Satisfaction Surveys. This year 2016/17 so far overall satisfaction with the response repairs service is 80.36% and satisfaction with the lettings/allocation process is 98.68%.

Complaints

Our complaints procedure has two stages, however we aim to handle complaints to the customer’s satisfaction as early as possible without the need to progress further.

Stage 1 complaints - during for first six months of 2017/18 we received 78 stage 1 complaints.

The information below relates to the period - 1 April 2017 to 30 June 2017.

 

 

Stage 2 complaints - during the first 6 months of 2017/18 we received 11 stage 2 complaints.

We try to deal with as many complaints as possible at stage 1 so far, we have dealt with 86% of complaints at stage 1. 

Customer Satisfaction

Overall customer satisfaction with Wolverhampton Homes services is high, the Response Repairs service overall satisfaction to date (March 2018) is 94.39% and Lettings and Allocations is 97.16%.

Compliments

During first six months of 2017/18 we received 34 compliments. The highest number relating to repairs and maintenance.


 

 

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