What you said - What we did

The satisfaction survey ‘YOUR VOICE, YOUR CHOICE’ was designed following feedback from previous years and based on what we need to collect for our funders and regulators. The aim of the survey is to find out about all service users’ experiences and gain their views on the services they receive from Southdown.

In comparison to the national picture Southdown service users have a higher than average overall satisfaction level. In the 3 areas the Tenant Service Authority focus on we are significantly higher than the average:

It is important that we do not become complacent and we intend to make improvements.

For example we will:

• Ensure good customer care at all points of contact with any service provided by Southdown Housing
• Involve service users in qualifying what they regard as “professionalism” of staff so that we can set standards to measure against
• Provide information and discussion groups on safety in the community
• Re-issue details of the timescales for emergency, urgent and routine repairs for those service users for whom we have a landlord responsibility
• Develop a pilot scheme where tenants report repairs directly
• Review the complaints leaflet and literature and update the website to clarify how to complain
• Ensure all information is in plain English and other formats appropriate to specific communication needs

We will keep you informed about the progress made and any obstacles we have faced. Watch this space.