HMO west grants office - customer satisfaction survey (636 KB)

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telephoned the grants office said that staff had been polite, all respondents (34; 100%) said the staff had been knowledgeable and 56 respondents (94%) said staff had not been in a hurry/rushed (Tables 8-10). 1.6 Of these 34 respondents who had telephoned the grants office, 76% (26) said that the person who took the call had been able to deal with their query and 24% (8 respondents) said the person had not been able to deal with their query. Of those respondents who said the person had not been able to deal with their query, all (8; 100%) said they had been put through to someone else who had been able to help (Tables 11 & 12). 1.7 Almost all respondents (33; 97%) who had telephoned the grants office were satisfied overall with the service they had received and the remaining 3% (
Landlord Rent Assessment Form 2.3 More than two-thirds (67%; 37) of respondents said the Landlord Rent Assessment form had been clear and the same proportion said it had not been difficult to complete (Figure 3) (Table 21). Approval of Grant Form 2.4 Most respondents (44; 80%) said that the Approval of Grant form had been clear (Figure 3) (Table 21). FIGURE 3 Completing Forms Percentages 100 90 80 70 60 50 40 30 20 10 0 84 84 78 82 67 67 80 Preliminary Form Schedule of Works Landlord Rent Assessment Approval of Grant Form Clear Not difficult to complete 3.0 Payments and Contractors 3.1 Almost two-thirds of respondents (33; 61%) were satisfied overall with the payment stage of the grants process and 16 (30%) were dissatisfied. Of the 16 respondents who were dissatisfied, 13 cited ‘the process took too long’ as their reason for dissatisfaction and the remainder said they had not receive enough money (Table 22). 3.2 Most respondents (47; 86%) were satisfied with the builder who had carried out the work. A small number (
Page 1 and 2: HMO West Grants Office HMO Grants C
Page 3 and 4: INTRODUCTION 1.0 Background to the
Page 5 and 6: Summary of Main Findings Contact wi
Page 7: COMMENTARY 1.0 Contact with the HMO
Page 11 and 12: 5.0 Respondent Profile 6.1 Age of R
Page 13 and 14: Table 6: Did the Grants Officer exp
Page 15 and 16: Table 17: Did the person/persons wh
Page 17 and 18: Table 25: Overall, how satisfied/di

HMO west grants office - customer satisfaction survey (636 KB)

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