Release Date: 28-Jan-2009
Council tenants in Kirklees are happier with the services they receive than they were two years ago, according to the results of a major survey, which have just been released.
Every two years, all social landlords must undertake a “Status Survey” of customer satisfaction. However, Kirklees Neighbourhood Housing (KNH), which manages council housing in the borough, surveys its customers every year, as customer satisfaction is one of the company’s top priorities.
This year’s survey was carried out between September and November 2008 by independent researchers. They sent out 3,200 questionnaires asking people for their views on a range of housing issues, including access to services, rent, repairs, value for money and quality.
Overall satisfaction with the service has remained constant since last year’s survey but has increased by 6% on the last official reported figure in 2006, and is well above the official average for all council tenants nationally.
The results also show that since last year:
• satisfaction with the helpfulness of staff has gone up by 4% to 81%
• satisfaction that KNH offers value for money has gone up by 1% to 78%
• satisfaction with neighbourhoods has stayed the same at 76%
• satisfaction with the overall outcome of contact with KNH has gone up by 3% to 63%
The survey also revealed the things that bother people more than any other - this year, car parking, rubbish and litter, disruptive children and noisy neighbours.
As Council estates were designed before most people had one or more cars, it may not be possible to solve the issue of parking to everyone’s satisfaction, but KNH will continue to work closely with tenants, the council and other services to come up with solutions to the other problems highlighted.
“The survey gives us an insight into how our customers view us, what we're doing well and where we could improve,” said Simon Rogers, KNH's Chief Executive.
“I'm really pleased that our customers are generally happy with the services we provide, but I'm also aware that we've got more to do. We'll be using the results to help us decide how we further develop and improve our services.”