About us

Performance

Customer Service Performance

Area Housing Office Customer Survey - May 2010

During May 2010 HFI staff carried out face to face surveys with 200 customers in our reception areas about the services they receive from Homes for Islington. We also took the opportunity to recruit new members to the HFI Resident Involvement Register and now have an additional 30 residents signed up. We would like to thank everyone who took part in the survey and gave us valuable feedback on our services.

What you told us

Our Services

• On average 81% of respondents told us that our services meet the needs of our customers and are provided in a way that is fair and accessible to all.
• Repair and maintenance remains a high priority for residents followed by keeping tenants informed and overall quality of their home.
• Since the face to face survey in 2009, there has been an increase in satisfaction in repairs and maintenance from an average of 59% to 65%
  

Reception areas

• 85% of visitors were seen within the 10 minute customer care standard.
• A high proportion of visitors thought that our receptions were adequately staffed.
• There were consistently high ratings given by visitors regarding our staff on politeness, helpfulness, knowledge and appearance.
• Interest and response to visitor enquiries was rated highly by visitors.
• Satisfaction with the ability to talk in private has decreased.
• Visitors gave the ability to talk in private a lower rating to that in 2009.

Information and contacting HFI

• Although ratings for information displays in the reception areas are very good, the satisfaction with HFI leaflets has decreased since 2009.
• Email contact remains a low preference for customers to contact HFI.
• On average 23% stated that issues reported were still unresolved.

What we will do with your feedback

• We will use this feedback to inform the Business planning process for 2011/12
• We will continue to monitor staff in our receptions via resident mystery shopping and regular visitor surveys to ensure that high satisfaction levels are maintained.
• We will review our leaflets with our Readers Panel to ensure that information is supplied and displayed in a customer friendly and efficient way.
• Where customers have given us their email address, we will use this as a contact method.
• We will ensure that visitors are aware that private interview rooms are available for their use and privacy.
  

Click here for:

• Area Housing Office Customer Service Performance August 2009
• Area Housing Office Customer Service Performance April 2007-March 2008