Customer Satisfaction
Great Places is always interested in asking and understanding what customers think about our services. Did you know that we ask a sample of customers who contact us every week about their experience? We use this to understand how satisfied customers are overall with Great Places as a landlord.
We also contact customers who are not happy with us to explore what didn’t work and how we can improve going forward.
The Housing Regulator, as part of the White Paper, is looking to develop a new set of Tenant Satisfaction Measures. Great Places has already started to review how and where we measure customer satisfaction and ensure we meet these requirements.
Starting next year, we will be reviewing the services we measure and looking at key customer touchpoints and making sure we know how well or not we are delivering these important services to customers.
Great Places has a customer satisfaction target of 7.3/10 and customers are currently telling us we are achieving 7.02/10. Over the last year and throughout the pandemic, we have experienced some challenging times and we know that the services we deliver to customers have been affected, which has led to customer dissatisfaction, particularly with repairs. In recent months we have been managing the service with a reduced workforce due to isolation and high colleague absence, along with managing a backlog of over 1600 repairs that were logged in our system during the lockdown periods.
We do understand that these delays have led to customers feeling dissatisfied with the services we deliver and we are continuing to work through the challenges to improve and minimise any impact on our customers. In addition to reviewing feedback from surveys, Great Places considers feedback from a range of engagement activity. Earlier this year we asked customers about what is important to them about our new Corporate Plan, Customer Voice Strategy and services like gas safety checks, lift maintenance and grounds maintenance services. We are looking at our complaints data and what customers are telling us when we get things wrong.
It is important to Great Places to listen to what customers are telling us when we get it right and when we get it wrong. When we get it right we will share that good practice and when we get it wrong, we’ll look to improve and change things. Great Places is constantly learning and improving following customer feedback.
There are lots of things that impact upon how satisfied our customers are; when this is within our control we will make sure that we learn from mistakes and put things right. Sometimes it is not in our control and we have to be realistic and communicate this to our customers - something that we are constantly looking to improve.
