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
This quarter’s performance has been worse than the April-June quarter. We struggled with unexpected sick leave in the team and coupled with summer holidays, this meant we found it difficult to chase jobs to the level we did in the previous quarter. However we still endeavoured to ensure emergency repairs all came in on time, and we’re proud to have maintained this throughout.
Our performance addressing complaints was similar to our previous quarter. However this quarter we received 25% less complaints, which we chalk up to our new Housing Management System enabling better follow-up and communication on our part. We are able to make our expectations clear to each other, and keep residents in the loop more, which allows us to provide a more consistent service.
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.