ESG Report 2023 Digital Final - Flipbook - Page 7
02/SOCIAL
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.
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.
C11 - ENHANCED
In the last 12 months, how many complaints have been
upheld by the Ombudsman. None.
How have these complaints (or others) resulted in change
of practice within the housing provider?
To facilitate tenant feedback and help improve service delivery,
Choice provides a robust and transparent two stage complaints
process. Details on how to make a complaint are included in the
Tenant’s Handbook with the complaint form being displayed in
communal areas of our Sheltered Housing schemes. A copy of the
Policy is accessible from the Association’s website and can also
be obtained on request by telephone, email, in writing or via social
media. In addition, complainants are also issued with a printed copy
of the procedure with every complaint acknowledgment.
Annual Report 2022 / 2023
Together
we enrich
lives
Board/Committee and SMT receive regular reports, detailing the
number of complaints received during the period, trends and
performance against targets. A report is also prepared at the end of
the year, detailing all formal complaint activity for the period including
any lessons learned and recommendations for improvement in
service provision. Throughout 2022-23, Supporting Communities
continued to act as an independent panel to review Stage 2
complaints alongside elected tenant representatives.
HOW TO COMPLAIN
person, however made,
sion of dissatisfaction by any
‘any oral or written expres
se’.
We define a complaint as
s which requires a respon
inaction of Choice or its officer
about the service, action or
make general
for you to report repairs or
ted Customer Services Centre
iately. If we can’t,
dedica
a
immed
n
ented
concer
implem
Choice has
we can resolve your
action will be to consider if
g day. Our three
housing enquiries. Our first
all complaints within one workin
ledge
acknow
to
aim
We
int.
we will register your compla
is outlined below:
stage complaints procedure
Local Resolution
discuss your concerns with
lly in the first instance. Please
Problems can be raised informa
s Officer or Development
Housing Officer, Property Service
e, he or she has the
your Scheme Coordinator,
is unhappy with the initial respons
investigate all
Officer. Where a complainant
fully
We will
higher level within Choice.
a solution as quickly as
opportunity to appeal to a
our service and aim to find
about
made
ints
compla
ask to have your
reasonable
issue immediately, you can
the
resolve
cannot
we
possible. Where
procedure.
our three stage complaints
complaint dealt with through
If you would like
further information
about making a
complaint please
contact Choice on
0300 111 2211 or
email enquiries@
choice-housing.org
12
Choice Environmental, Social and Governance Report
Services Ombudsman may
The Northern Ireland Public
.
completing our complaint procedure
not investigate your complaint
if you make it more than six
months after
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choice-housing.org
25/02/2020 11:39
Choice Environmental, Social and Governance Report