Transcript Trailblazer Bid

Tenants Repair Satisfaction Survey
Discussion Item
Level of Response
All trades staff have been asked to leave a satisfaction card
upon completion of a repair.
The results of the Tenant Satisfaction Survey from 23rd January 2013 to
25th February 2013 showed that we completed 3020 repairs, of this we
received 111 completed cards which equates to 2.72% of all repairs
completed in the same period.
How are we performing?
Receiving the Repair Report.
Booking the Repair and Appointm ents Feedback - Feb 2013
100
80
60
40
20
0
Confirm priority
timescale?
TOTAL - YES
Confirm latest
completion date?
Make an
appointment to
carry out repair?
TOTAL - NO
How are we performing?
Carrying out the repair.
Feedback on carrying out the repair - Feb 2013
120
100
80
60
40
20
0
Reminded you of your Attended your home
appointment?
on date/ time agreed?
TOTAL - YES
Finish repair on 1st
visit?
TOTAL - NO
How are we performing?
Overall Satisfaction.
Overall satisfaction w ith repair - Feb 2013
110
109
108
107
106
105
Finish repair to your
satisfaction?
TOTAL - YES
Leave your home clean
& tidy?
TOTAL - NO
Discussion Points
1. Is this a picture you recognise?
Have you reported a repair, were you left with a
Satisfaction Survey Card, did you return it?
2. An area of concern is the low response rate.
In your groups, please consider how to encourage
responses to the satisfaction survey.
Any
questions
?
Leona Mantle
Tenancy Services Manager
 [email protected]
 01536 534302