Customer satisfaction with their new home – 2021/22
We also completed upgrades to fire doors.
We also completed upgrades to windows and doors, and boilers.
“The team were absolutely amazing, and the work carried out was excellent in every way.”A customer’s feedback on their new kitchen
“From start to finish they did a fantastic job – and when we had an issue they looked, listened, and fixed it straight away.”A customer’s feedback on their new kitchen
This is under our target of 85%. To help us make improvements, we’ve listened to our customers’ feedback about what they like about our services and what could be better. For example, many of you told us about waiting times being too long – both for phone and digital communication, and for in-person visits.
To help us to meet our target, we have:
We are pleased that this exceeds our performance target for first time fixes. The new repairs features on our online customer services should help us to continue to complete a high number of repairs on our first visit to our customers’ homes.
Our repairs satisfaction is slightly under our target of 90%. To meet our target and to continually make improvements, we ask our customers for feedback about their experiences about having repairs completed.
Our customers have told us that they would like us to make repairs booking easier, and reduce waiting times. We have responded to this feedback by enabling our customers to diagnose and report repairs on our online customer services.
Last year, we told you about the changes we’d made to our complaints process. Since we launched the new policy in September 2021, we have seen:
This year, we will continue to make improvements to how we handle complaints. This includes working with our Customer Scrutiny Panel, improving how we share information about complaints between our teams, and supporting our employees to have more timely and quality customer conversations. Read our latest self-assessment here.
We confirmed our commitment to solving and preventing any damp, mould or condensation issues in our customers’ homes.
We did this by sharing more about what we’re doing, how we can work together, and information about the causes of and differences between damp, mould and condensation. Our online form made it easier for you to tell us about any issues, and for us to monitor and solve any problems. We also provided information and guidance about support available for customers struggling with the rising cost of fuel bills.
Our working group has also been reviewing data, processes and feedback to improve our services. We’ll continue to use this learning when building and maintaining homes, and to make further improvements to how we manage and prevent damp, mould and condensation issues.
Our Customer Scrutiny Panel’s Annual Health Check reported that:
“It is good to see that South Yorkshire Housing Association are being proactive on this; we know it has been in the media a lot, and we know that lots of tenants are receiving Facebook messages or telephone calls to ask if we are victims of damp and mould. Recent communications on this have been good.”
We are pleased to see that satisfaction with our handling of anti-social behaviour cases, and keeping our customers up to date, both improved this year. However, it is disappointing that this did not result in higher satisfaction with the outcome of the case. We will continue to focus on improving customer satisfaction with the outcome of the case in the year ahead.
We’ve worked with local housing associations to create a new housing prospectus. Our joint vision shows how we can collaborate with SYMCA and local authorities to create affordable and sustainable homes, healthy communities, prevent homelessness, and more.
You can find out more in our podcast with Tony Stacey, our Chief Executive, and Nick Atkin, Chief Executive at Yorkshire Housing.