The call back surveys have been introduced as part of RCH's commitment to ensuring that tenants play a key role in assessing the quality of repairs carried out in their homes.
A random selection of 10% of tenants who have recently experienced the repairs service were asked a selection of questions relating to the service they had received from River Clyde Homes.
Just under 600 tenants took part, with 96% tenant satisfaction levels recorded. Questions ranged from tenant's experiences of reporting the repair, how long the work took, whether ID was presented, the quality of repairs undertaken and if the operative tidied up on completion.
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Head of the Repairs Services at RCH, Jim Hope, said: "We were keen to get customers involved at an early stage so we know what is working well and what needs to be improved in our repairs services. I am delighted that the Maintenance Team has been able to introduce this service well ahead of schedule and that the results are positive."
Tenant and Chairman of RCH, Roy Steel, said: "Tenants can now have increasing confidence of improvements in this vital service. Not only have we prioritized their involvement, but with tenant feedback, we can focus on where we can do things even better.
"Congratulations to the Maintenance Team for pulling out the stops on this and demonstrating River Clyde Homes' commitment to service improvements for our customers."
The customer satisfaction surveys will be conducted on an ongoing basis with staff seeking to call a representative number (10%) of tenants to check their views on the work undertaken. Feedback is very often positive, but where issues are unsatisfactory, the surveys act as an early warning system allowing RCH to address any problems which may arise.
(GK/NS)
