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.
April – June 2019
Repairs Performance
With our brand new way of working, enabled by our new Housing Management System, Beacon, we’ve been able to make huge improvements in the quality and reliability of our repairs service. The number of orders that were completed late went down by a huge amount; from 92 last quarter to only 18 this quarter. We now ensure weekly that there are no overdue orders on the system. We’re going to be trialing new improvements too, including an automatic texting service for reminders and feedback.
Complaints Performance
We’ve used the new system to create stronger visibility and a more measured processing of complaints. It has also enabled us to learn more thoroughly from the complaints we take, which will open the potential of complaints allowing us to improve the service we deliver to you, our residents. We haven’t managed to respond to all complaints in our target time; our joint learning of the new way of working has led to some unreliability here. We anticipate that we’ll see improvements in this in the future now that we are more comfortable.
Overall Customer Satisfaction
We annually survey our residents on how satisfied they are on a variety of measures. The most recent survey happened in March and we saw our satisfaction remain largely stable, cementing the improvements of the previous year.
72% of our residents were satisfied with the overall service they receive. We are pleased with this stability; at the end of March, we completed a project, called Beacon, that completely redefined our way of working. This included a new Housing Management IT system in order to allow us to deliver timely, personal services with better communication and follow-through, and so we expect these changes to show results in the next survey. We are trialing new ways to engage with residents and communities, including focus groups and real-time texting-based feedback.
Customer Satisfaction – Key Areas
Our customers were least satisfied with our repairs service in March. We feel that this figure should grow in the next survey given the improvements above. We’re pleased with our rented customers’ satisfaction with the value for money we provide: on average, our rents are £47.80 less expensive per month than an equivalent Social Rent home in London & the South East (source: Homes & Communities Agency SDR 2016/17).
We think the services that matter to you have seen big improvements this quarter. With our new system and way of working, we will now make continuous improvements and hope that we will be able to pass on the benefits to you.
