You Said, We Did! Quarter 3 & 4 (2014/15)

Transcription

1 You Said, We Did! Quarter 3 & 4 (2014/15)

2 Contents 1. Improvements from Customer Feedback Improvements from Complaints 7 Page 2

3 Improvements from Customer Feedback Every quarter we have Customer Intelligence meetings, where we meet with managers to review customer feedback from satisfaction surveys and complaints. If there is any dissatisfaction, managers are asked to develop improvement actions, to resolve any problems and improve the service for customers. Please find all the actions developed during Quarter 3 and 4 (from October 2014 to March 2015) listed below. Quarter 3 You Said There was a dip in satisfaction with the choice of fixtures and fittings available, on the Home Improvement Survey. Customer satisfaction was 80.5% at the end of Quarter 3. We Did! To rectify this, the Home Improvement Team have ensured there are a greater choice of fittings available, particularly for kitchens, bathrooms and adapted bathrooms (now as much choice as standard bathrooms). All fixtures are presented to customers, and are available to view at Sovini Trade Supplies, located in Aintree Retail Park. You Said 91.33% of the customers surveyed about their Home Improvement said that they were shown how to use their new equipment. We Did! To improve satisfaction with information given to tenants, the Home Improvement Team will look at the possibility of publishing easy to use guides for instillations, such as central heating, on the OVH website. You Said You would like any dissatisfaction with the Home Improvement work on your property, which you report via our satisfaction surveys, to be resolved as quickly as possible. We Did! The staff who carry out the satisfaction surveys for OVH have been trained to the Customer Service Manager as soon as any dissatisfaction is recorded. This will ensure that the team is proactive, and can resolve dissatisfaction much sooner. You Said There have been complaints received during Quarter 3 regarding poor work. We Did! A series of spot checks will take place on Home Improvement work, as well as end of work sign off. This will ensure that work is completed to a high standard, and regularly checked for any faults. You Said Satisfaction with appointment kept for Aids & Adaptations work was lower in December, at 93.3%. This is below the year to date figure (which is 95.4%). Page 3

4 We Did! The letters, which are sent to customers to confirm their appointment, will be posted by Sovini Property Services and not by the Sub contractor. This will ensure there is a consistent approach, and customers are given the correct appointment time. Another improvement, which has been developed, is that each adaptation will be preceded by visit from a Customer Liaison Officer. You Said Satisfaction with Aids & Adaptations was high at the end of Quarter 3, with 97.4% of customers satisfied with the service. We Did! To further improve satisfaction with this service, a new document will be produced to introduce the team, and who will be involved in the work. This document will also contain their contact details. You Said Satisfaction with the condition of the property was 90.1% at the end of Quarter 3. We Did! To improve satisfaction with the condition of void properties, the OVH Asset Management Team will re-inspect properties which have been void for a long time. This will ensure they are in a good condition when they are let to customers. You Said Satisfaction with the condition of void properties was 88.9% during December We Did! The issue related to three dissatisfied surveys, which had negative comments about the quality of the void. This dissatisfaction was the result of the property being empty for a significant length of time. The property was okay when Sovini Property Services left, but no one checked again before the viewing which could have been weeks or months later. The Operations Director of Asset Management will review this issue, and think about the best way of checking the standard before a viewing takes place. Quarter 4 You Said There was lower satisfaction with advice given about benefits and how to pay your rent in January (88%), and March (84%). We Did! The sign up process will be reviewed, as the current approach has been identified as inconsistent across the Neighbourhood teams. Key points, such as how to pay rent should be discussed at sign up. A customer suggestion was for a PowerPoint presentation to be introduced, which will summarise the key information for the customer. This idea was warmly received by the team, and will be considered. You Said Satisfaction with the condition of properties, from the New Tenant Survey, was 91.3% in 2014/15. We Did! Regular meetings are in place with Inspectors to review the standard of void properties. Tenant Inspectors will be taking part in quarterly audits, to give a customer perspective on the condition of void properties. Their feedback will be used to improve the quality for customers. Page 4

5 You Said A complaint was received during Quarter 4 about poor staff attitude. We Did! The Neighbourhood Housing Manager will soon be delivering a new Customer Service Training across all Neighbourhood Housing teams. You Said On the ASB Survey, there has been a decrease in satisfaction with Action Plans developed for anyone accessing this service (this decreased to 82% in March 2015). We Did! Officers are being encouraged to meet with customers face to face, rather than discuss the case over the phone. This will enable them to develop an action plan with the customer, so it will be a more joined up approach. The tenant will have a say on what is in the action plan, so will understand that one is in place. Management will audit cases to ensure that these meetings are taking place, and staff are aware of the correct approach. You Said During Quarter 4, there was a decrease in satisfaction with customers who consider their Home Improvement work to be completed; this was 91% at the end of Quarter 4. In March, there was also a decrease in the number of customers who said their home was left clean and tidy following improvement work. We Did! A Customer Liaison Officer post is to be introduced to help iron out these issues. This member of staff will make personal contact with customers, to ensure that work is complete and that there are no outstanding problems. This should help increase customer satisfaction for this service area. You Said Satisfaction with repairs completed first time on the Gas Repairs Survey was 77% in 2014/15. We Did! Old and faulty boilers have been identified as having an impact on Operatives being able to complete a repair during the first visit. To improve this, 700 boilers are scheduled to be replaced during 2015/16. In addition to this work, the Gas Contract Manager is undertaking a review on the issues affecting the first time fix rate. You Said On the Gas Servicing Survey, the percentage who consider the work to be completed decreased to 88% in March. However, the overall satisfaction for the year was 98.9%. We Did! The new Worcester boiler is being introduced into OVH properties, which is more user friendly, and easier for engineers to repair. The Gas Contracts Manager is looking to ensure a uniformed approach, so all properties on each estate will have the same type of boiler. This will improve the service, as it will be quicker to repair, and vans will stock these parts. You Said You would like us to deliver a high quality of service with regards to gas safety. We Did! The Gas Contracts Manager is giving training on Gas Safety and C02 awareness to ensure there is the correct knowledge in place across the organisation to safeguard tenants. An application has been made for front line staff to have a formal qualification in Gas Safety. Page 5

6 You Said A number of complaints have been received about Neebee boilers. We Did! Detailed information has been produced about Neebee boilers, and will be included on the website, along with information videos to provide guidance for tenants. New engineers have transferred over, who specialise in these boilers. They can give tenants detailed advice on the correct operating procedure. These boilers will now be serviced twice a year, to a significant cost to the organisation. You Said 85.24% of customers were satisfied with the cleaning service in 2014/15. We Did! The Compliance Officer, who oversees this service, has visited any contractors with poor satisfaction, and has brought the issues raised in the survey to their attention. Written warnings are issued if no improvement has been detected. OVH is looking to bring this service in house later in 2015/16. Page 6

7 Improvements from Complaints The actions developed during Quarter 3 & 4 from complaints we have received are detailed below. You Said We had a complaint from a customer who had to raise a repair for her boiler soon after the gas safety check had been carried out. We Did! As a result of the complaint, training was given to all gas engineers to be made aware of possible leaks on condense traps to boilers, which can be checked during all gas safety checks in the future. You Said A customer was unhappy with the length of time it took to resolve her issues, and was without hot water. We Did! Training was given via Toolbox Talks to all operatives. Operatives now advise our customers that it may take up to an hour for their water to heat up. All customers are also told by the operatives that they need to contact OVH if their water does not re heat after an hour, so that a follow on job can be arranged. You Said A number of complaints were received from customers who have recently had their full gas central heating upgrade. We Did! We now carry out regular audit inspections with the Project Manager from OVH and also the Gas Manager from SPS to ensure that quality checks are being carried out, and all installations are being fully completed to the same high standard. You Said A complaint was received from a customer who had recently moved into a new property. We Did! The Turn On and Test process has now been updated on our Quality Management system - so that we ensure that instruction manuals are being issued to tenants as part of the sign up process. You Said Complaints were received from customers who have NIBE boilers. We Did! We have two specially trained operatives from SPS who are able to service and repair NIBE boilers, without us approaching NIBE to repair the boilers. You Said A customer was unhappy with the length of time to action his Stage 2 Property Pool Plus Appeal Panel. We Did! We now have a Stage 2 acknowledgment letter created in our system which is generated as soon as the customer escalates to Stage 2. The Appeal process was also discussed with Sefton council to ensure that the Stage 2 Panel process is more robust so that all appeals are actioned within the timescales set out within the PPP appeals policy. Page 7