Orwell believes that our customers are at the heart of our business, and we want to ensure we are engaging with them effectively. The Customer Engagement Strategy 2024-27 sets out our commitment to giving residents a voice throughout Orwell over the next 5 years.
A key part of that strategy is obtaining customer feedback on the services we provide. Specifically, customer insight is defined as the understanding and interpretation of data, behaviours and feedback using it to makes improvements to our services. The measures and targets we have set ourselves are as follows:
- Customer satisfaction with housing services at 92% (by the end of the strategy – 90% currently)
- To achieve 20% participation on the majority of customer surveys
The table below shows the results from 2023 for our transactional surveys.
We would like to take this opportunity to thank all of our customers who responded to the surveys and to encourage as many of you as possible to give us your feedback in 2024.
Anti-social behaviour |
|
Complaints |
33.3%Satisfied with the ease of reporting ASB or noise nuisance to Orwell |
|
48.1%Satisfied with how well you were kept informed about the progress of your complaint |
33.3%Satisfied with the empathy and understanding of the officer dealing with your case |
44.4%Satisfied that all points of your complaint were dealt with |
|
33.3%Satisfied with how well you were kept informed about the progress of your case |
|
50.0%Satisfied with the level of customer service from the member of staff who dealt with the complaint at each stage |
End of tenancy |
|
Lettings |
91.7%Satisfied with the communication received from us throughout your tenancy |
|
91.4%Satisfied with the overall lettings process |
83.3%Satisfied with the ease of contacting us throughout your tenancy |
|
82.1%Satisfied with the overall condition of your home at the time of letting (apart from the outstanding repairs discussed prior to moving in) |
91.7%Satisfied with the overall condition of your home throughout your tenancy |
|
91.3%Satisfied with the helpfulness and communication of staff dealing with your new tenancy/licence |
New development |
|
Programme works |
92.9%Satisfied with the property and surrounding area |
|
84.4%Satisfied with how we communicated with you and kept you updated relating to the work and service throughout the process. |
92.9%Satisfied with the internal layout |
|
90.5%Satisfied with the overall quality of the work |
100.0%Satisfied with the size of rooms |
|
93.2%Satisfied with the attitude and respectfulness shown by the operative/contractor |
85.7%Satisfied with the internal fixtures and fittings |
|
88.4%Satisfied with the tidiness of the operative/contractor |
|
|
|
91.8%Satisfied overall with the service |
Repairs |
|
Tenancy sustainment |
91.4%Satisfied with the quality of work |
|
88.9%Satisfied with the service you received from your Tenancy Sustainment Officer. |
94.5%Satisfied with the attitude and respectfulness of the contractor/operative |
|
88.9%Satisfied with Orwell’s overall tenancy sustainment services. |
88.1%Satisfied with the communication from booking through to completion |
|
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88.9%Satisfied with the work and service provided |
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