We build trust and relationships with our customers by consistently providing high-quality services, and listening to what matters to them.
Customer satisfaction with their new home – 2020/21
We also completed upgrades to bathrooms and warden call systems.
“Excellent from start to finish – very, very pleased and impressed.”A customer’s feedback on their new kitchen
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.
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.
“I expect value for money, [and for people] not to skip corners, and to check that when a repair has been done, it has been done properly.”
“We want kind and friendly, helpful, efficient and knowledgeable staff across the board, especially the customer services team.”
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.