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Satisfied Customers 2012/13

Facilities Management Housing Investment 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 2012/13 87% of returns were satisfied with the product delivered via the Capital Programme. Furthermore some 67% of returns were "very satisfied" with the complete works.

Customer Satisfaction Survey Forms from Projects

Target satisfaction rate 90% with product.

Customer satisfaction statistics
 Results
Number of projects14
Number of customers surveyed2459
Number of survey forms returned1288
Return rate percentage53%
Customers very satisfied with upgrade67%
Overall Percentage of customers satisfied with upgrade87%

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 continue to work on improving the percentages returned for last year as they are below our target of 90% . However there has been a marked increase in previous years scores with a 6% increase in overall satisfaction results. This demonstrates genuine progress across our programme.

Results overall can be accredited mainly to a slow start with one contractor where quality was an issue during the early stages of the project. This has been rectified through employing additional resources. As a result of their conduct and quality of work on site and feedback from tenants following completed works, the council addressed shortcomings at the early stages and improvements have now been recognised.

It is very important that tenants contact the Housing Investment Team and give feedback on progress and on completed works.

We aim to improve on an overall low return of completed questionnaires of 53%, which is below our target of 55%. However there has been a significant percentage return from our previous year where returns were as low as 19% for 2011/12.

The Housing Investment Team continue to meet the Tenants Federation at two monthly intervals to provide updates on the Capital Programme and customer feedback is a standard item on the agenda for update.

Contact information

Housing Investment Team
Kilncraigs, Greenside Street, Alloa, FK10 1EB
Tel: 01259 450000
Email: