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 puts our customers at the heart of everything we do and values their feedback. We carry out a satisfaction survey, known as the Star Survey, (Survey of Tenants And Residents) on a yearly basis to listen to customer views and feedback and measure customer satisfaction with the services we provide.
St. Leger Homes randomly selects 6,000 customers, who are contacted by an independent telephone research company and 1,000 questionnaires are completed every year.
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.
To view the latest report, click here.
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.