Average score from tenant satisfaction surveys (out of 10)
This indicator measures the average satisfaction of our customers with all of our services. Each service is surveyed individually, with service users asked to answer 10 questions relating to their experience of using that service. Each question uses a 10 point scale with 1 being very unsatisfied and 10 being very satisfied. We use this measure to track how individual services are doing in comparison to the others and to identify areas for improvement.
Figures from August 2018.
Performance affected by low score of 5.9 for Factoring. Score excluding Factoring would have been 9.50 which would have been the highest year to date. Key issues regarding Factoring were in relation to grounds maintenance where a number of homeowners raised concerns about the quality of the works being carried out. The Repairs Coordinator has advised that this is in relation to services previously provided by another organisation and we expect an improvement via the in-house service going forward.