In our spring email newsletter, we asked tenants a few questions about customer service at Cairn.
We received 89 responses.
| What are the most important services to you as a tenant? |
| Friendly customer service |
| That requests are acted on quickly, and they are – e.g. Sealing round shower, cupboard shelf falling down. We are confident that Cairn care about their tenants. |
| Reliability, great service, help when needed, being able to phone and book a repair easy, |
| Repairs being carried out quickly |
| Improvements within the property. |
| The wonderful staff |
| Not sure |
| Living in a safe environment |
| Hot water, to be involved in any changes, new people to be vetted properly for the safety of other in Adam Grossert, see more of cairn visiting the building. |
| Health and wellbeing of tenants |
| Fuel bills |
| Garden services customer service and maintenance |
| Value for money and and keeping services provided by cairn in good order and continue to improve services provided. |
| Security |
| Security Maintenance |
| Direct conversation with any staff at main office |
| Upkeep of the accommodation |
| Home repair |
| Upkeep of houses… things replaced properly like for like. |
| Repairs |
| That the lift is always maintained and in good working order. |
| Having a person to speak to |
| Security, essential updates from Cairn, Heating, access to relevant repair departments (if required) |
| to be able to speak to someone if i need to ask something |
| Repairs and info regarding updates .I.e. When new kitchen due |
| care and maintenance of property and surrounding areas |
| Repairs and time it takes to have them completed |
| Sort out heating cost ,my heating doesn’t even work well my bedroom will not warm up to 17 degrees max and the underfloor heating cost a lot and is useless |
| Home repairs |
| Good and nice neighbours |
| Good landlord helping tenants Communication friendly helpful service and problems I can just call them |
| Guest rooms |
| Maintenance and repairs |
| Property maintenance |
| Repairs |
| Smart outlook when one 1at approaches – Garden- neat and tidy. In the Laundry room An excellent smell, overall machines inside and out to be spotless clean. Inviting to use. |
| Upkeep of property |
| Good Maintenance & upkeep of the property, inside & out. Quality repairs. |
| Repairs |
| Handling inquiries in a timely manner |
| Communication |
| Repairs |
| An easy to access and proactive repair team |
| Repairs and enquiries |
| Prompt response in maintenance and repairs. Standard and value for money of factoring activity including cleaning of communal areas and ground maintenance |
| Interaction with staff |
| The most important services to me as a tenant is the email😊 |
| House repairs when needed |
| All services you provide are important to me given my health issues especially if any repair or alteration necessary. These are always carried out or dealt with promptly. I am happy with service you give me as a tenant over past 10 years+. |
| Repairs |
| I like the general atmosphere at MacEwan Court. I feel it provides a friendly, clean and pleasant environment. |
| That any problems or issues I have with the house or being a Cairn tenant are addressed and dealt with as soon as possible. Also, I am never ignored and any complaints I have to submit are followed up dealt with and I am not left waiting and waiting for resolution for weeks on end which has happened and is happening now! |
| Good services – Heating and hot water from an up-to-date system that is environmentally friendly and cost effective. |
| Maintenance services being carried out |
| Repairs! Always quick and extremely satisfactory |
| newsletters to be kept informed. repairs when required. friendly approachable staff. |
| availability of staff tt Courts |
| Been able to call when is have issues or something broke and getting call out relevantly quick. |
| repairs and maintenance |
| Home repairs |
| Repairs, maintenance and cleanliness |
| Prompt repairs, dealing with any disputes with neighbours in order to live in a safe and healthy environment. Close cleaning. |
| Maintained house |
| Safety and security. |
| Prompt repairs |
| Security and good neighbours |
| Cleaning |
| Affordable rent. Good communication |
| During the pandemic, we had to adapt the way we communicated with you, particularly by making use of technology. Did your skills and knowledge of technology improve over the last two years? Please explain why or why not. |
| Yes, needed to for repairs |
| Not so much I am not to bad with tech |
| Yes. Working from home and meeting via Teams |
| I used technology more, but my skills are much the same. |
| No skills update because we don’t have Wi-Fi |
| Just the same |
| Already used internet |
| I struggled but I think we got there as a community |
| Yes its always been good |
| I have been here 8 months it’s been hard; we have missed activities, all adjustments were good. |
| Just the same |
| A little but not much I had a good knowledge of technology anyway. But using different platforms for video calls improved things |
| I have only been in property 6 months do it’s hard for me make comments. |
| No, as can’t get online, problem with password. |
| Computer literate |
| Much the same as it was previously, although a lot more use of technology during the last 2 years |
| More time spent on laptop |
| I don’t see any changes that has developed my knowledge or any new technology |
| No |
| Stayed same level |
| Irrelevant |
| No, I was already computer literate. |
| I guess it did |
| I’m used to using technology (just basic skills) so no difference for me |
| yes it did I wasn’t very good with technology now I know how to do emails which means a lot for me |
| no my technology skills did not improve and I still struggle with it |
| My tech skills are up to date due to my job |
| Not really don’t like technology |
| Kevin came out seen me amazing man sad he’s moved on |
| Always online so no problem for me |
| Not really cause I like to speak to someone on the phone |
| No |
| No I am already experienced |
| No |
| Yes, quicker response by text than phone calls. |
| No |
| No |
| No as we were using the Internet before covid |
| No, i already knew how to use technology well enough. |
| Yes had no problems if I needed repairs |
| No I already used technology a lot |
| I am already fairly tech savvy |
| No mine stayed the same |
| No as use digital skills in workplace |
| I was terrified by using technology when I first had to use at work i only do basics on iPad and happy that I can communicate with cairn housing this way, especially during pandemic. |
| Yes, my skills were improved and I learned to use my technology more than I have in the past. |
| Yes, helped a lot |
| I do everything or at least most by online. Bills etc, also member of My Cairn. Same as before. |
| No I was already up to date prior |
| No. For a profession I’m an IT manager so have pretty good skills. |
| Still the same as it was. |
| My hobby is local history research. I was handicapped in various ways and feel my computer skills are probably no better than formerly. Not allowed meeting friends even at a distance took a dreadful toll on many oldies health both mental and physical. |
| I wasn’t a tenant during the pandemic |
| Slightly (due to illness taking longer to grasp old skills ) |
| yes. learnt new ways to communicate with emails and phone calls. |
| Not really improved but had to use technology more during pandemic. |
| I have always called so haven’t needed to use technology |
| just the same |
| Yes |
| More use of on line reporting faults to my Cairn |
| Fortunately, I already had reasonable skills of technology |
| No. As I’ve always had the knowledge regarding technology |
| It did a little as lockdown happened and was nothing else to do but go online or watch Netflix |
| Nope use it before I moved in |
| It’s remained the same as I’m used to sending and receiving e-mails etc. |
| Yes |
| Checked what was being said for our safety |
| A small bit |
| What services could we improve as we look to the future? |
| Nothing everything is great |
| Quicker repair times |
| It’s not really a service, but I’d like a more efficient heating system as this one is very old and the radiators are bulky and ugly |
| Wi fi |
| No idea |
| Social events |
| Mental well-being for vulnerable tenants |
| Help with benefits |
| Maintenance the team now are great but I think mote staff are needed cairn keep growing so more maintenance workers would be helpful |
| I feel cairn don’t do much for the people in here Amanda works half days between here and devlin, most afternoons we are left on our own , people come looking for a manager with no joy, and know body at the weekends, I myself help others over the weekend, |
| Modernisation of property, internally. |
| Keeping and monitoring any issues that r raised by current tenants, any planned changes to services provided must be communicated to tenants in a reasonable timescale and available for comment or discussion |
| Better security |
| I only have one issue. There needs to be access to the utility cupboards, i.e. BT and electricity. I had to get someone out on a Friday evening as there was a fault with my BT connection. I was unable to phone or use the Internet until it was fixed on the Monday as there was no-one who could give them access to the main cupboard where the controls are. |
| The heating is disgraceful and requires to be addressed it costs a fortune to heat a two-bedroom flat the night store rads are a disgrace you putting rents up but are you going to upgrade heating systems |
| More comprehensive proactive maintenance Programme of the estate cheap workmanship becomes more expensive in the long-term |
| Home repair |
| Upkeep of homes… damp proofing as a lot of cairn homes have black mould. When things like doors or handles need replaced. Replace them don’t grab odd matching things that will make do. If you wouldn’t have it or do it in your own home then the standard should be same especially with the rent that’s dearer than most mortgages. |
| Better administration in your office. Mail lies unopened for over a week. |
| None I think the service you provide is amazing! |
| Maybe a chance of a follow up on any repairs, once completed? I personally find it difficult to have to report the repair again, if it hasn’t been resolved, I’m grateful for all help but find that awkward. |
| I’m happy with what I’ve got for communication thankyou |
| Find service very good |
| regular checks on outside maintenance ie guttering, roof moss, fences etc |
| Communication to tenant’s regarding repairs it’s sadly slow in Thurso during the pandemic |
| Yes fuel poverty |
| Been amazing fixing what I needed x |
| Not really sure about that am happy with the service I get |
| New windows for Stafford Court they are almost. 40 years old |
| Upgrades in the home |
| Property maintenance |
| Gutter cleaning |
| communication and visibility as a human resource |
| More attention to deep cleaning washing machines. |
| Environmental policies. You are replacing our 50-year-old bathroom but not budgeting for a shower. |
| Gardening & outside appearances. Replace radiators to be more efficient especially as there is a high price increases in fuel. They should be more compatible with the new boiler |
| Arranging home visits for repair given tenants more notice than a few hours beforehand. |
| None |
| Rent in Arbroath being too high for the area. |
| Overall I am happy with the service provided |
| N/a |
| Rent increases but no improvement in dated and worn bathrooms |
| I think all is fine at the moment with the services, I can and will adapt to change. |
| You can improve the home visit a bit more by organising them through the email services instead of by post. The keys that are given also cairn should have more than 3 for the homes as people lose keys and if cairn don’t have spare, then it’s a lot of money to replace/repair a lock or a window. Also having an emergency line/email for a replacement key in emergencies. |
| The service is good as it will ever be don’t think you could improve |
| Cairn maintenance are working on a way to give some protection at my front door as I am only one with no protection against recent stormy winds. Bin shelter being looked at due to it flying all over the garden during storms. |
| For me, nothing at all. |
| All aspects of maintenance if Cluny Court is anything to go by. A regular visit by someone with a bit of clout to report on things like lighting, radiators etc would enhance your image with the tenants here who are aware plans are afoot to update heating and windows and who feel it is not before time. |
| I live on my own and get very lonely I also suffer from mental health having a dog would improve these greatly so I think there should be some consideration in these matters I understand there are communal gardens, but I don’t think we should all be coloured in with the same crayon on this matter some of us need therapy pets |
| Services (some parts look neglected) |
| i am a new tenant and have had no issues so far. therefore, i couldn’t fault |
| Make yourselves known to residents. There has been lots of changes to occupants at Douglas Haig and I do not think they will know anyone from Head office. |
| Quite happy with services I receive |
| garden repairs |
| None |
| How about installing cable for online use? |
| Dealing with neighbour complaints better. Better close cleaning to include cleaning of close windows. |
| Checking maintenance |
| Nothing |
| Repair work. |
| More frequent cleaning of communal stairways |
| Communication with tenants could be better |
| Think you’re doing a good job under severe circumstances but keep communication flowing |
Summary
From the feedback and suggestions that you have made, we have already started to work on making changes that will make a difference to ensuring that we provide you with an excellent service at all times.
As always, we are extremely appreciative that so many tenants take the time to complete the survey that provides us with such valuable feedback.
