ESG Report 2023 Digital Final - Flipbook - Page 13
Resident Voice
C10 - Core
How does the housing
provider measure Resident
Satisfaction and how has
Resident Satisfaction
changed over the last
three years?
Choice values tenant feedback
and uses a variety of methods to
collect feedback from tenants,
as detailed above. In addition,
the Association currently works
in partnership with IFF Research,
an independent company who
carry out satisfaction surveys
on our behalf. Tenants are
contacted in real time once
a repair or call has been
completed ensuring that
tenant feedback is timely and
accurate. It is important that
tenants feel that their opinions
matter and that their voices are
heard and as such, all feedback
is monitored, reviewed and
actioned as necessary. Tenants
have the option to opt out of
these surveys if they do not wish
to participate. IFF Research
surveys allow us to see how
we are performing in relation to
customer contact and repairs
and to analyse what areas we
can improve on.
For all response repairs, Tenants are
issued a works order confirmation
notice which includes an option
to provide satisfaction feedback
on both Choice and contractor
performance, with all returns
monitored and reported for
continuous improvement purposes.
Our contractors complete and share
quality performance questionnaires
for all repairs/adaptations, the results
of which are shared with Choice.
These are completed by tenants on
completion of the works and include
a proportion of supervisor inspection
or tenant call-backs.
Additionally, we consult tenants
prior to planned maintenance works,
providing options where appropriate,
and complete bespoke tenant
satisfaction questionnaires for all
planned and adaptations works.
In addition to measuring our
performance, we also use
Housemark’s Sector Scorecard
to benchmark with our peers to
measure success and ensure we
continue to aspire to achieve best
practice standards, helping to do
things better, faster and more cost
effectively. Benchmarking reports
are presented to SMT and the
Board.
12
Choice Environmental, Social and Governance Report
Choice Annual Report
provides a summary of annual
performance against targets.
Overall Customer Satisfaction in
2020-21 was 87%, in 2021-22 it
was 86% and 84% in 2022-23.
Annual Report 2022 / 2023
Together
we enrich
lives