Tenant Satisfaction with Housing Repairs
Details of Survey
Last year we carried out almost 9000 repair and servicing jobs, 7000 of which were carried out by the Council’s own workforce. We received feedback from tenants on 28% of all the work. The feedback is obtained in different ways. The majority is received from customer satisfaction forms which are sent out with notification about the repair. In addition telephone surveys and visual inspections are carried out by the Contractors and the Surveying staff. The results from all of these are recorded as part of our customer care information.
We ask the tenants to report on the attitude of the workmen, quality of workmanship and the speed with which the work was carried out
Summary of findings
- 93% of all jobs were carried out on time
- 98% of respondents were satisfied with the work carried out
- 95% of respondents said that the tradesman identified himself
(** Wealden Council tradesmen always carry ID do not let someone in your house without it **) - 95% said the workmen carrying out the repair were polite, tidy and helpful
- 82% of the replies were concerning Wealden’s own workforce
- 9% of all the jobs concerned plumbing
- Only 2% of all these replies made complaints that required us to put things right.
Some typical comments:
"Thank you so much for restoring my central heating so quickly. Appt. not offered as an emergency response was made."
"My toilet was repaired yesterday, it was ok for a while, but today my toilet is not flushing again."
"Very good."
"Helped a great deal by phoning first. Job done quickly. Very pleased."
"Did job well, and left."
"Unfortunately I still have a leak behind the toilet, although the cistern seems to be fine now."
"Very pleased The tradesman was marvelous, polite, professional. We are very happy, thank you."
"Work has still not been done. Trouble is I am out at work nearly all day."
"We couldn't shut the door so it was an emergency therefore I assume there was no work ticket."
