Customer Relations

St Leger Homes of Doncaster are committed to delivering excellent services to our customers.

To help us achieve this, it is important that we listen to our customers and act on the feedback they provide.

We gather customer feedback in a range of ways including customer surveys, mystery shopping, reality checking, complaints, comments and compliments. The information we gather as a result of this is collated and analysed by the Customer Relations Team and used to improve and change services.

To learn more about how we have changed services following customer feedback, please click here.

Customer Satisfaction - Star Survey

St. Leger Homes of Doncaster has to carry out a satisfaction survey, known as the Star Survey, (Survey of Tenants And Residents) to measure customer satisfaction with the services we provide.

St.Leger Homes randomly selected 6,000 customers, who were sent questionnaires in February 2012. 1,733 of our customers returned completed questionnaires.

The results of the survey tells us what our customers think of the services we provide, and will influence the way we deliver them in the future.

You can view the reports below.

Mystery Shopping

Mystery shopping involves tenant volunteers telephoning St. Leger Homes staff and asking them a set of questions. Staff responses are then measured against the Customer Services Commitments based around telephone answering standards and knowledge of their job.

Records are made of each individual call which are analysed. Following on from this, a report on staff performance is produced which compares performance with previous results and identifies areas for improvement.

To view the results from the latest round of mystery shopping, please click here.

How can I get involved?

Anyone wishing to join in any of these activities will be given training and each time you help us we will give you a gift voucher as a way of saying thank you.

If you are interested then please contact Nikki Duffy on 01302 862989.

Reality Checking

Reality checking is carried out by a tenant volunteer and a member of St. Leger Homes staff. They visit a St. Leger Homes office and score it on the information on display, the reception, reception staff, and cleanliness.

Inspections are also carried out on 4 of our empty homes that are ready to let. These are scored for safety, cleanliness, condition and the volunteer scores on whether they would like to live in the property.

The information is reported to the Executive Management Team at St. Leger Homes and actions are put in place to improve any failing elements.

To view the results from the latest round of reality checking, please click here.

How can I get involved?

Anyone wishing to join in any of these activities will be given training and each time you help us we will give you a gift voucher as a way of saying thank you.

If you are interested then please contact Nikki Duffy on 01302 862989.

Complaints Handling Survey

St. Leger Homes of Doncaster aims to provide the highest standard of service to all our customers, however we accept, that on occasions, there may be a cause to complain. We also recognise that customers have a right to complain about the provision, or non-provision, of services.

As such, we aim to provide an accessible, fair and effective complaints procedure for tenants, leaseholders, Housing Register applicants and other customers. We take all complaints seriously as it is an important part of our commitment to provide a high standard of customer care.

Therefore we ask our customers to complete a satisfaction questionnaire on the way they feel their complaint has been handled. This allows us to learn from our mistakes by regularly monitoring complaints. We can then continuously improve the way we work in delivering our services in order to meet our customers’ needs.

St. Leger Homes also needs to know when it does things right and we equally value customer’s comments and compliments to enable us to share good practice in service delivery throughout the company.

Compliments received and themes

Complaints received and themes

Customer Satisfaction

St. Leger Homes measures customer feedback of the services it provides through a variety of customer satisfaction questionnaires.

To view the latest summary of the customer satisfaction results, please click the link below.

Customer Satisfaction Survey - December 2012

You Said We Did

St. Leger Homes likes to show how we have learned and made changes as a result of comments, compliments and suggestions we have received.

To view the latest selection of You Said We Did, please click here.

If you have any comments, compliments and suggestions, you can let us know by telephone to our Customer Care Team on 01302 862726, in person at any local St. Leger office, in writing to any St. Leger office, or using the online form.