TP01 — Satisfaction with overall services — 58.2%
TP06 — Satisfaction that East End Homes listens to tenant views and acts upon them — 52.7%
TP07 — Satisfaction that East End Homes keeps you informed about things that matter to you — 68.7%
TP08 — Satisfaction that East End Homes treats you fairly and with respect — 68.8%
Answers to the open-ended questions in the survey highlighted residents' concerns with several aspects of communication and customer care, particularly around the need for more caring and knowledgeable staff who return calls and emails promptly and respond quickly to enquiries. We know that improving customer care is likely to have a positive impact on satisfaction with other service areas such as complaints handling or the repairs service.
Positive comments
If I have a problem I can talk with you and you respond quickly. If you can't get to me you let us know why.
Good services, you are able to query things quite easily, adequate information is given and they have very helpful staff.
If anything goes wrong, I call them and they see to the issue. I have no complaints. I am happy with the service I receive.
Negative comments
Poor manners in general, when I report issues I don't get spoken to with respect. Staff should have customer service training. Also employ more staff.
Improve the way they speak to residents on the phone maybe get more training on information for resident issues. Be quicker to respond.
No response or late response to messages. Better communication between staff, contractors and tenants.
We're looking at ways of improving engagement with residents through existing meetings or forums as well as exploring new opportunities for informal engagement.
We're proud to be a locally based housing association and we know this is valued by residents. We'll be working on ways to make our local offices more welcoming and inviting as well as introducing a new telephone system that means you'll get to speak to the right person more quickly. We're improving the process for logging and responding to enquiries and all colleagues will take part in Customer First training.
We'll be making it easier for you to contact us and backing this up with a communications plan focused on improving your satisfaction with the way we communicate with you.