Updated quarterly, this data aims to give an insight into how well CDS delivers services to its residents, which areas we’re aiming to improve and how we plan to do this. It looks only at CDS housing, and not at the independent cooperatives we support.
July – September 2020
We understand how important it is to our residents to get their repairs done as quickly as possible. We consolidated much of our repairs with a single contractor after they received high satisfaction results from residents during the pandemic lockdown period. Despite best intentions, a significant number of these jobs have taken too long to complete. We have been working closely with the contractor to help them develop strategies to complete jobs more quickly. We are starting to see improvements and will continue to partner with them closely until virtually all jobs are completed on time.
In the past quarter, we responded late to one complaint out of 13. The response was sent one day late because of a glitch in our housing management system, which generated an incorrect response due date. This happened once at the end of this quarter and once at the beginning of October, which will impact next quarter’s performance. We are now checking the generated dates to ensure they are correct.
We review upheld responses to learn from them and improve. The learning from last quarter is that we need to be easier to contact and improve our reliability to keep our commitments. We are seeking a way to record phone calls whilst working from home so we can monitor the quality of customer service we provide and ensure we are logging all commitments on our housing management system.
Overall Customer Satisfaction
We survey our tenants and leaseholders quarterly about how satisfied they are with the service we provide. The image below represents the results we received from our September 2020 survey.
77% of our tenants were satisfied with the overall service they receive. They gave us the highest ratings for value for money of rent (88%) and feeling their property is safe and secure (85%). Residents are least satisfied with our reliability (62%) and value for money of the service charge (54%).
Our primary areas of focus are on improving our reliability and satisfaction with our repairs service. We are piloting a new way of managing repairs at our largest estate, Phoenix, whilst also working on improving our communication with residents throughout the life of a repair, so we always know what is happening and can intervene with the contractor if any problems arise.
Customer Satisfaction – Key Areas