Survey Results

We make extensive use of telephone and postal surveys to involve our customers. Surveys help us check out how well we are doing. We have rolling programs for key services, and a program of formatted surveys, many undertaken by the Customer Auditors.   

Rolling programs

• Gas Service feedback
  Answer  a few short questions on a pre paid post card to tell us what you think about the latest service to the gas fittings in your home

• Repairs Mainly a phone survey to check you are happy with the way your repair was organised and finished in your home.
   
• Improvements
  To check the work we do in your homes reach our service standards for Customer care and for the finished work.
   
• Paints and papers
  This is a survey for New Tenants who had a decoration allowance when they moved into their new home. 
   
• Housing Office Feedback Card
  A quick survey on a card, to check what you thought of the service you received during your visit to the Housing Office.
   
• ASB
  Usually a phone survey, but we may also send a survey in the post. We want to check that Customers who experience ASB problems are happy  with the support that Whitefriars, and other agencies provided. We also want to check Customers are happy  with our efforts to sort out the problem.  
   
• Complaints
  This survey is sent out  to Customers who have made a formal complaint about our services. We want to make sure that Customers are happy with the processes we follow to resolve their problems and the steps we take to stop them happening again.     
   

Forth-coming surveys

• Sheltered and Supporting Housing survey
• Leaseholder and Shared Owner survey

Results of recently conducted surveys:

• Home Skills survey (pdf)
   
• Contact Centre survey 2011(pdf)
   
• Sustaining Tenancies survey (pdf)
   
• Home Energy survey (pdf)

• First Thoughts for Customers 2011 (pdf)
   
• On the Front Line Survey (pdf)
   
• Supported People Survey (pdf)
   
• Your Block Survey (pdf)
   
• Landscape Survey (pdf)
   
• First Thoughts Survey (pdf)
   
• Low Rise Survey (pdf) 
   
• Contact Centre (pdf)