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 are looking to improve the number of repairs we address within our timeframes. Only one emergency order went out of the target in the period, however, our performance in addressing Urgent repairs on time need to improve. To do this we’re looking at using our data to better manage contracts and jobs raised. We also have a new Repairs Service Manager starting in November 2018 who will concentrate on working closely with contractors and improving our internal processes to ensure more repairs are completed on target and resident satisfaction with repairs improves.
We have recently made an effort to record every unhappy customer as a complaint and to address their concerns to their satisfaction. Whilst we are pleased with how many complaints we answer within 10 days, we have been less successful in resolving people’s complaints at the first stage. We aim to satisfy 88% of complainants with our first complaint decision, and recently we have not been reaching our target here. Key staff are meeting weekly to discuss complaints and how best to respond in an effort to improve in this area.
Overall Customer Satisfaction
74% of our residents are satisfied with the overall service they receive. This is a good start, but we are always looking to improve the experience of our residents. One key change we’re making is procuring and implementing a new Housing Management IT system in order to allow us to deliver timely, personal service more easily. We will also be trialling meaningful new ways to engage with our residents and create opportunities for them to be involved in making decisions about the things that matter the most to them.
Customer Satisfaction – Key Areas
Our customers are least satisfied with our repairs service, which reflects the issues we’re aiming to solve above. Residents on the whole however are satisfied with the quality of their home. We’re pleased with our rented customers’ satisfaction with the value for money we provide. One reason for this is our rents are £47.80 less expensive per month on average than an equivalent Social Rent home in London & the South East (source: Homes & Communities Agency SDR 2016/17).
Although there are some areas we’re more pleased with, we feel that we have some key areas of performance to work on. We’re confident the efforts we’re now making will bring about improvements for our residents.