The basics are the heart of what we do – they’re the foundation that empowers our customers to settle and flourish in their home.
We build trust and relationships with our customers by consistently providing high-quality services, and listening to what matters to them.
Repairs, upgrades and customer feedback
Customer satisfaction with their new home – 2020/21
98% satisfied with the service from SYHA
99% satisfied with the contact from SYHA
96% satisfied with the area as a place to live
99% satisfied with your new property
To meet Government Covid-19 guidelines, and to keep our customers and employees safe, we were unable to complete all of our 2020/21 planned works. Any outstanding improvements will be made in our 2021/22 improvement programme.
We completed these upgrades for our customers:
105 kitchens
84 windows and doors
45 electrics
142 central heating systems
Customer satisfaction with these upgrades:
Notice given acceptable – 97%
Operatives polite and courteous – 98%
Overall satisfaction with work – 99%
For customers with additional needs, we have completed:
7 kitchens
24 central heating systems
47 door and windows
64 external decorating
We also completed upgrades to bathrooms and warden call systems.
Overall customer satisfaction – 2020/21
Customer satisfaction with our overall service – 86% satisfied or very satisfied
Customer satisfaction with our repairs service – 83% satisfied or very satisfied
Our customers’ overall satisfaction with repairs is lower than our target – we want at least 85% of our customers to be satisfied or very satisfied with our repairs service. Our Customer Experience team are reviewing how we collect feedback from our customers, so that we can get a better understanding of what’s working well and where we could improve. For example, when you book a repair, we’ll ask you for feedback on how quickly we responded, the quality of the repair, our communication with you, and more. We want to hear about all the different parts of your experience, so that we can make the right changes and improvements.
We’ve already used feedback from our customers to change the questions we ask in our satisfaction surveys, and made other changes – like creating digital version of the surveys – that will help us to hear about your experiences, and to take action, more quickly.
Doing the basics brilliantly
In January and February 2021, we worked with Viewpoint to find out more about what ‘Doing the basics brilliantly’ means to our customers. We heard from over 600 customers, over the telephone and on an online survey, about the behaviours and services they expect from South Yorkshire Housing Association. We’re using the responses to help us to design projects and services – including the co-design of our new Customer Promises – and to monitor how we’re doing.
Our new complaints process
If you need to make a complaint, we’ve made it easier for you to get in touch and stay updated about what’s going on. Our new process will improve how we take action and learn from complaints.
Find out more about our new process.
Next – Growing what we do well
