Press Feature

What you told us about our ASB service

October 2009

When an ASB case is closed, we ask customers for feedback on how we managed the ASB reporting and management of their complaint.

Survey responses from 2008/09 show that overall customer satisfaction with how HFI manage ASB complaints has risen from 63% in 2007/2008 to 84%.

Customers also told us that 95% feel that the staff member dealing with their report was helpful, polite and professional and 99% of residents would report ASB to HFI again.

There was a large improvement in the percentage of residents who felt their complaint had been taken seriously, rising from 69% in 2008 to 82% in 2009.

Whilst satisfaction to agreed action plans (81%) and agreed closure of ASB complaints (70%) has increased, these are areas where we will be looking to increase satisfaction in 2009/10.

We will continue to monitor all aspects of our ASB service and will look to improve customer satisfaction in all areas.

Thank you to all who took time to feedback on our ASB service. Your views are always welcome.