Every three months we survey a representative sample of tenants for feedback on how satisfied they feel about our repairs service.
From a maintenance perspective this feedback helps us understand what areas we are doing really well in, what areas may need more focus and whether improvements we’ve already put in place are making a difference.
The latest survey showed 82% of tenants had repairs or maintenance completed in their home over the past year. Of these, 84% told us they were satisfied or very satisfied with the respect our contractors showed when they were carrying out these repairs.
In relation to the quality of the work, 68% of tenants were satisfied or very satisfied with the quality of the repairs carried out and 64% were satisfied or very satisfied with the time it took for the work to be completed.
Angela Pearce, National Maintenance and Upgrade Manager, says that “these results are really heartening as we know the trades who are working in our homes every day do have a huge influence on how our tenants view the services we provide”.
“The level of respect experienced by our tenants from our trades is a real recognition of the quality of people working across the country in our homes. We really appreciate their commitment to working with us to provide this level of service.”
These results have already been shared with Performance Based Maintenance Contractors (PBMCs) and Angela says the maintenance team will continue to work with PBMCs to identify areas to improve the customer experience for tenants.