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.
We understand how important it is to our residents to get their repairs done as quickly as possible. To improve our performance, we are giving more work to contractors who get high satisfaction ratings from our residents and are not giving new jobs to contractors with a poor track record of customer satisfaction.
So far this year, we have responded to 100% of all complaints on time. We review upheld responses to learn from them and improve. The learning from the last quarter is that we are more likely to keep our commitments when we record all information in our housing management IT system. To maximise the system’s capabilities, we have created clear, written expectations for the use of the system. We can now more effectively track and monitor our reliability.
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 June 2020 survey.
76% of our tenants were satisfied with the overall service they received. They gave us the highest ratings for value for money of rent and with staff being friendly and approachable. Residents are least satisfied with our reliability and our track record listening to their views and acting on them. From 1st April we began a project called Safe & Satisfied at Phoenix, our largest estate, to improve residents’ satisfaction in these areas and others, with the intention that we will roll out successful strategies across all our properties.
Customer Satisfaction – Key Areas