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.
January – March 2020
Repairs Performance
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.
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 image below represents the results we received from our March 2020 survey.
69% of our residents were satisfied with the overall service they receive. Residents are most satisfied that their rent represents value for money and the quality of their neighbourhood as a place to live. Residents are least satisfied that we listen to their views and act on them. From 1st April we will be piloting a project called Safe & Satisfied 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).
