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 - Status Survey
St. Leger Homes of Doncaster has to carry out
a satisfaction survey, known as the Status Survey, every two years
to measure customer satisfaction with the services we
provide.
St. Leger Homes commissioned BMG Research, a
market research company, to undertake the survey on its
behalf. 4000 randomly selected general needs tenants and 1000
tenants of sheltered housing were sent questionnaires between
September and November 2008.
1858 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.
Status Survey 2010
Status Survey
2009
Status Survey
2008
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 - November 2011
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.
If you have any questions, contact
Nikki Duffy, Customer Satisfaction Officer on 01302 862729 or
e-mail on nicola.duffy@stlegerhomes.co.uk