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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:

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.
 
During 2019/20, we received 608 Stage 1 complaints and 44 Stage 2 complaints.
 
We aim to resolve as many complaints as possible at Stage 1. We are pleased to report that during 2019/20, 93% of complaints were resolved at Stage 1.  
 
Over this year, we have run a series of workshops for managers in Wolverhampton Homes to discuss how the complaints we receive 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 for our customers. 

 

 

Customer Satisfaction

We conduct a range of Customer Satisfaction Surveys. Overall, customer satisfaction with Wolverhampton Homes services is high: the overall satisfaction with the Response Repairs service for 2019/20 is 98% and for Lettings it is 96%.

Compliments

During 2019/20, there were 40 compliments received across the business. This is an opportunity to review what we do well and to share good practice.

 

 

 

 

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