Tenant Survey Results
We have recently carried out a number of electronic surveys, making it quick and easy for our customers to give us feedback. See the recent survey results below.
Payments Survey
Between December 2021 to September 2022, we asked tenants about their experience with us when they called to make a payment. Find out more below:
As part of our development of customer feedback systems we selected phone payments as a good way to test electronic surveys on an area of business where we had a high level of contact with tenants. The intention was to check that when calling to make a payment, it was easy, staff helped with everything the customer needed and that we were friendly when doing it!
As you can see satisfaction was high which did not require fundamental changes to how we are doing things. Nevertheless, for those few tenants who had concerns, the system highlights their comments directly to a manager who can raise it with them to get further insight into how we could do better.
Garden Scheme Survey
We asked customers of the Garden Scheme about their experience with the scheme and whether they would consider paying for the scheme in the future. Find out more below:
With the cost of living crisis and Almond HA being affected by increased costs, we need to look at many of our additional services and the garden scheme is no exception. Therefore, we thought it prudent to start to ask service users about the current service they receive, the future of the service and if it changed to a chargeable one.
The results of this survey indicated that there was a great deal of issues. We have followed this up and from our two contractors, one in particular was identified as having issues which we have addressed with them thanks to the feedback our customers provided.
The results about considering the Garden Scheme as a paid service were mixed and certainly show us that further consultation is required. A larger survey with our tenants on the garden scheme will take place later this year and cover how it will work in 2023 and beyond.
Allocations Survey
We asked applicants about their experience completing the common housing register application form. Find out more below:
As we are part of the common housing register with Link HA and West Lothian Council, we wanted to sample survey applicants who had applied on how easy they found the form to complete.
Interestingly, a significant number of respondents found it difficult (only 2/3rds found it easy as the chart above show) and as a result of this we took our findings to West Lothian Council, who administer the register, to make changes to the form so that it is easier to complete.