St Leger Homes of Doncaster

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Customer Relations

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 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.

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 862869.

Reality Checking

Reality checking is carried out by a tenant volunteer and a member of St. Leger Homes staff.  They carry out inspections in 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 862869.

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.

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.

If you have any questions, contact Customer Relations Team on 01302 862862 or e-mail on CustomerCare@stlegerhomes.co.uk

Awards

Contact

St Leger Court
White Rose Way
Doncaster
DN4 5ND
Tel: 01302 862862
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