Satisfaction service survey feedback It’s important to monitor the feedback we receive on the services we deliver, as it helps inform how we can make improvements. The table below gives an overview of the resident service satisfaction feedback we received during 2023/24, and the period from October 2023 to April 2024, from our service satisfaction surveys. Note: these are not the same as TSMs.
Overall resident satisfaction by service area
Response rate October 2023 to March 2024
Satisfaction October 2023 to March 2024
Satisfaction 2022/23
Satisfaction 2023/24
Target
Aids and adaptations Customer services
95% 90% 90% 95% 90% 90% 90% 90% 80% 80% 90%
23% 16% 22% 37% 37% 23% 16% 26% 17% 20% 20%
93% 95% 99% 96% 96% 89% 91% 99% 75% 78% 91%
93% 94% 98% 98% 96% 92% 91% 99% 75% 79% 91%
95% 93% 98% 98% 96% 90% 90% 97% 82% 76% 92%
Income
New tenant (lettings)
New tenant (void repairs) Planned works
Responsive repairs
Gas servicing and compliance
Grounds maintenance Communal cleaning Overall satisfaction with CCHA services
The overall satisfaction with CCHA services is in line with our targets, with most service areas meeting or exceeding the targets we’ve set, for 2023/24, and for October 2023 to March 2024. Satisfaction with our aids and adaptations service was below target, though only two of the 28 responses were dissatisfied during 2023/24. Our planned works service was slightly under target for October 2023 to March 2024 but exceeded our target of 90% for the full 2023/24 year. Satisfaction with communal cleaning and grounds maintenance both marginally missed the year-end target.
As these service areas are below target, we’re quality monitoring them closely over the coming months, to identify where improvements can be made. Towards the end of 2023/24 we procured new communal cleaning contracts. Resident satisfaction data is shared with our Residents’ Scrutiny Panel (RSP). If feedback for a service area is falling short of expectations, the RSP may choose to select this area as the topic for their next scrutiny exercise. Based on previous results, the RSP recently undertook a review of our grounds maintenance services and their findings were reported to our Audit & Risk Committee in February 2024. There is now an action plan in place to make service improvements.
17
Made with FlippingBook Online newsletter maker