Listening to our customers helps us improve the services that matter most.
One of the latest examples comes from a review carried out by the STAR Housing Customer Scrutiny Panel, which took an in-depth look at our repairs service after customer feedback highlighted concerns about repair times, communication, repeat visits and knowing what would happen next.
The panel reviewed performance information, customer feedback, complaints, policies and procedures, spoke to staff and managers, and even commissioned a repairs experience survey to better understand customers’ experiences. Their findings helped shape a series of improvements designed to address the issues that customers told us were most important.
As a result, we introduced a range of changes, including improved diagnosis training, appointment reminders, “on the way” calls, more quality checks, better support for customers who need extra help and greater use of photos and videos to help get repairs right first time.
The review made a real difference. Satisfaction with repair times increased by 12 percentage points following the panel’s recommendations, making it the largest year-on-year improvement across all Tenant Satisfaction Measures. Results have remained above pre-scrutiny levels, with further positive movement seen in our latest survey results.
Customers have since told us they have noticed improvements, highlighting quicker responses, better communication and professional, courteous colleagues.
This case study is a great example of our You Said, We Did approach in action. By listening to customer feedback, acting on recommendations and monitoring the results, we can continue to improve services for everyone.
You can read the full case study below to see how customer scrutiny helped shape these improvements.
We’re also publishing more examples of how customer feedback is making a difference across STAR Housing. Visit our You Said, We Did page to read this and other upcoming case studies showing how we’ve listened and responded to what our customers have told us.
