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.
October – December 2019
Repairs Performance
We understand how important it is to our residents to get their repairs done as quickly as possible. To improve the percent of jobs we complete on time, we have introduced new internal processes. Instead of waiting for contractors to tell us when an appointment has been made, we now proactively contact contractors two days after we raise a routine job to push for an appointment date. We expect to see marked improvement over the next quarter as a result.
Complaints Performance
This year, we have responded to 100% of all complaints on time. We also have received significantly fewer complaints this year compared to last.
Overall Customer Satisfaction
We survey our tenants and leaseholders quarterly about how satisfied they are with the service we provide. The most recent survey was in December 2019.
70% of our residents were satisfied with the overall service they receive. Residents are most satisfied with their neighbourhood as a place to live and that their rent provides value for money. Residents are least satisfied that we listen to their views and act on them. We are planning to trial some new and innovative ideas at Phoenix, our largest estate, to improve residents’ satisfaction in this area and others.
Customer Satisfaction – Key Areas
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).
