The Communicator October 2012 - Swan Housing Association

Swan servicesCustomer and repairs satisfaction surveysHelping us get betterSince April 2012 The LeadershipFactor, a company that specialises inmeasuring customer satisfaction hascarried out monthly repairs andquarterly satisfaction surveys for us.We have increased the frequency of oursurveys so that we can act upon anyfeedback you provide more quicklyand resolve any issues that you arenot happy with.Repair SurveyFrom April to July 2012, 280 telephonesurveys were carried out and 76% ofyou told us you were satisfied with ourrepairs service, compared with 83% in2011, which is a drop of 7%.Nearly half (49%) of you are telling usthat you are reporting repairs morethan once. This is something that weare working hard to improve upon.Areas for improvement - taking onboard feedback from you we are: Reviewing the role of the AxisAftercare Team to make sure wefollow up on outstanding repairsmore efficiently, carrying out morevisits and phone calls Providing further customer caretraining to call handlers andoperatives Instructing operatives to clear upbetter after completing a repair Carrying out more post inspectionsto improve the quality of the repairs Continuing to review parts kept onthe vans so that we can completerepairs first time Reviewing the need to employmore multi-trade staffWe want to provide you with the bestrepairs service we can and we wantto demonstrate to you that we wantto get better. We have set up aCustomer Feedback Task Group - anew task force to analyse all of thefeedback we receive from you. Wecan then identify the root causes ofdissatisfaction, see if the trends aresimilar and then put actions in placeto resolve the problems.22.5% of you remained anonymouswhen responding to the survey.Please help us to get it right by givingThe Leadership Factor permission tocontact you, as we want to resolveany outstanding issues you may have.Customer Satisfaction SurveyFrom April to July 2012, 276telephone surveys were carried out.You were most satisfied with: Helpfulness of staff Swan treating you as an individualYou were least satisfied with: Effective handling of problems Enforcement of resident/occupierbehaviourAreas for improvement – fromfeedback comments: Need to improve returning phonecalls as promised Taking more ownership of queries Increase the level of personalcontact with you to resolve issuesquickly and effectivelyWhat we will be doing to addressthese issues?Review satisfaction levels in moredetail to identify which officers appearto have lower satisfaction in theirareas and which have higher.The Business Improvement Teamare taking the lead on ensuringrespondants are happy withthe outcome after further contactfrom Swan.We are recruiting Anti-SocialBehaviour Officers to assist withresolving high level ASB cases.For those of you who have not been contacted by The Leadership Factor and have an outstanding issue,you can contact us by emailing improvements@swan.org.uk You can also use the same email to let us knowwhen you have been happy with the service provided by Swan.The ultra-flexible workforce is hereAre you looking for local work that allows you flexibility?Book your own hoursOne hour, one day, one week; orwhenever you need.Choose how far you want to travelto work.If you are interested in registeringplease call Emma Knight on:0207 264 0740 orvisit www.crslivers.com14