Your feedback

What you’ve told us about our services and performance
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Text and email survey feedback

A big thank you to everyone who has responded to the text or email surveys we send out after accessing some of our services.

In the last 12 months we’ve had over 9,871 responses, (an average of 27.4% each month) and 74.8% of these included a comment for us to work with.

However, not all surveys reach you so please make sure we have your most up-to-date correct contact details.

What is CSAT and why is it important?

CSAT and sentiment scores are very important to us. These allow us to understand how we are doing and where we can improve.

CSAT is a customer satisfaction score between 1 to 5, 5 being the highest and a sentiment score is based on our customers feelings of the service we provided.

We ask you to score us out of 5 for how satisfied you are. Our current target is 4.7

Here are the average satisfaction and sentiment scores for these. Sentiment is based on your actual comments and is calculated using emotion-based sentiment software.

  • Repairs

  • Complaints

  • Moving in

  • Moving out

  • Customer contact

  • Defects

  • Financial Wellbeing

  • Adaptations

  • Planned Works

When we receive a score of 1 or 2 we will make contact to understand more about your experience. We’ll use these comments and customer complaints  to both rectify and ensure these issues are not repeated.

When you are contacted by us for feedback, it will be from the following:

By text: 07860 010 731*

By email: grandunionhousing@mail.feedback-guhg.co.uk

* Feedback texts about our repairs service will still be sent from 07500 500335, this may show as +447500 4500335.

Compliments and complaints

We like to keep our customers informed as much as we can, so we have decided to continue to publish this information. The table below shows complaints and compliments received, by category, over the last 12 months.

Category

Complaints 1 July 2021 to 31 December 2021

Complaints 1 January 2022 to 30 June 2022

Compliments 1 July 2021 to 31 December 2021

Compliments 1 January 2022 to 30 June 2022

Major refurbishment/improvements

4

1

0

0

Repairs

113

200

32

18

Allocations/mutual exchange/transfers

6

4

9

4

Environmental/parking

0

0

0

0

Staff attitude/behaviour

4

9

41

49

Staff decision/information

0

0

2

18

Payments/charges/arrears/refunds

0

2

0

0

Policies/procedures

0

0

0

0

Condition of property at letting/time taken

1

6

0

0

Contractor issues

0

0

0

0

New builds

5

3

2

0

Estates maintenance

5

2

2

2

Tenancy/housing management

7

19

7

0

IT

0

0

0

0

Other

2

3

0

0

Total

149

249

95

91