Satisfied Customers 2011/12
Clackmannanshire Council Housing Investment & Planning Team have set clear customer service standards which are established within each and every improvement project. We have committed ourselves to providing clear and informative customer information.
Within each project we also hold local information events, where appropriate, and all external contractors are trained to our own Customer Service Standards prior to any contract commencing.
All tenants involved in our programme are surveyed following completion of works. In 2011/12 81% of returns were satisfied with the product delivered via the Capital Programme.
Period Covered: April 2011 to April 2012.
Customer Satisfaction Survey Forms from Projects
Target satisfaction rate 90% with product.
| Results | |
|---|---|
| Number of projects | 11 |
| Number of customers surveyed | 817 |
| Number of survey forms returned | 155 |
| Return rate percentage | 19% |
| Customers satisfied with overall service | 72% |
| Percentage of customers satisfied with product | 81% |
Customer feedback is essential to ensure that we as a Council are meeting our quality standard and tenants expectations. All the comments and feedback that we receive is used to help us improve the service that we provide.
Lessons learned from feedback
We are disappointed with the percentages returned for last year as they are a reduction on the previous year. This can be accredited to 1 poorly performing contractor. As a result of their conduct and quality of work on site and feedback from tenants following completed works, the council suspended this contract and instructed supervised remedial works to the properties already completed. This was in direct response to the feedback received from our customers
Once again we are disappointed with the low return from completed questionnaires to the Council being 19% below our target of 55%. We have highlighted this to Local tenants groups and the Tenants Federation to encourage feedback following completed works.
The Housing Investment & Planning Team are scheduled to meet the Tenants Federation at 2 monthly intervals to provide updates on the Capital Programme and this matter is a standard item on the agenda for update.
Correspondence to team
| Target | |
|---|---|
| Target response time | 10 days |
| Number of enquiries received | 31 |
| Number of enquiries responded to within alloted timescales | 100% |
| Target | |
|---|---|
| Target response time | 10 days |
| Number of formal complaints received | 3 |
| Number of complaints answered within timescales | 100% |
| Target | |
|---|---|
| Target response time | 10 days |
| Number of enquiries received | 3 |
| Number of complaints answered by HIPT within timescales | 100% |
Housing Repairs Survey
Following best practice from within the organisation we have adopted telephone surveys to gather customer views and feedback,which is used to inform our service reviews. This was adopted following good practice established by the Council's Waste Management Service.
Details of the survey and example questionnaires can be found on the Consultation Database.
Page & Site Tools
Contact information
For further information about this page please contact:
Asset Project Management Team Leader, Facilities Management
Kilncraigs, Greenside Street, Alloa, FK10 1EB
Tel: 01259 450000
Email: hipt@clacks.gov.uk
Or use the on-line contact form
