Customer Satisfaction

We are committed to providing the best possible service to all of our customers.  We want our services to be right first time and we want to hear from you if we don't achieve this. We therefore value complaints and use the lessons learned to improve our service delivery.

We also welcome positive feedback about any of our work.  If you have any complaints, comments or compliments please let us know.

 

Your Satisfaction

We employ an independent market research company to monitor customer satisfaction.  The company surveyed 126 customers in September 2018 and some of the results from this survey are reported at various points throughout this report.    The Table shown below compares the satisfaction of the Co-op’s tenants compared to 2016 when the previous survey was carried out.

This shows that satisfaction levels improved for all but one indicator.

The table also compares our pervious with other members of Scotland’s housing Network.  This gives some context to the performance information and makes it more meaningful.   We have chosen to compare our performance with the following:

  • All the RSLs that submitted data,
  • The group of small urban RSLs because we are members of this group and it tends to be a very high performance
  • NG Homes as our nearest neighbouring landlord.

Question

Hawthorn HC

All RSLs

Small urban RSLs

NG Homes

2016

2018

% of Tenants satisfied with overall service provided by landlord

92.1

93.7

90.7

96.4

92.7

% of tenants who feel their landlord is good at keeping them informed about their services and decisions

96.8

96.0

93.2

97.1

92.8

% of tenants satisfied with the opportunities given to them to participate in their landlord’s decision-making processes

90.5

97.6

87.1

93.3

95

% of tenants who had received a repair in the last 12 months satisfied with the service

84.7

93

92.6

96.8

83.4

% of tenants satisfied with the standard of their home on moving in

90

95.7

92.8

96.3

97.5

% of tenants satisfied with the quality of their home

73.6

88.1

89

92.7

79.1

% of tenants satisfied with the management of the neighbourhood they live in

91.27

98.4

88.1

93.5

83.4

% of tenants who feel that the rent for their property represents good value for money

75.4

85.7

83

89.5

93.5

I have used a traffic light system as follows –

  • Red – lowest satisfaction rates of the four comparators, high priority for improvement,
  • Amber – second lowest level of satisfaction, performance could be improved, lower priority,
  • Clear – second highest level of satisfaction
  • Green – performing well

We analysed some of the issues underlying the satisfaction levels and came up with various actions to improve our tenant’s satisfaction – this is shown on the next page.