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Customer Satisfaction
We must be certain that our services are valued, that they meet people’s needs and that we treat people fairly. To assess this we operate a Customer Satisfaction Framework which sets out our approach to the collection and use of customer satisfaction information.
The Customer Satisfaction Framework has the following objectives;
- To assess overall satisfaction and achieve continuous improvement in service delivery
- To demonstrate that general satisfaction is consistent across our customer profile, and if not to highlight any variances for residents.
- To ensure that where we have tailored our services to meet customers’ specific needs, this has been successful.
- To ensure services represent value for money.
The Framework details;
- how we will gather information,
- how the information will used, and
- how we will feedback what has happened as a consequence of the information gathered.
The Framework also contributes to our work in respect of the TSA regulatory standard for Tenant Involvement and Empowerment, the three elements of the standard being:
- Customer service and choice – specifically; registered providers will be able to show they have arrangements for understanding their tenants, their views and needs, so that in all standards they can use this information to;
~ Improve services
~ Offer choices in the services provided.
- Involvement and empowerment – specifically; all tenants will have opportunities to;
~ Influence housing related policies and how housing related services are delivered
~ Be involved in scrutiny of performance in delivery of housing related services.
- Responding to Complaints – specifically; identify how we will use complaints and other feedback to;
~ Change how we do things
~ Improve services.
Co-Regulation is also a feature of the new regulatory framework, two of the key ingredients being;
- Honest and robust self assessment that is evidence based, and subject to tenant scrutiny of performance.
- The provision of transparent performance information to tenants to help strengthen our accountability
We also operate a Resident Involvement and Empowerment Strategy and to effectively deliver this we need to provide appropriate accurate and timely information to empower participants. Our Customer Satisfaction Framework supports this, providing opportunities for customers to scrutinise performance and feedback, and therefore make informed decisions for the future direction of resources, and continuous improvement of services.
