Measuring tenant satisfaction using real-time feedback
As a housing provider or contractor, how do you measure satisfaction around repairs and maintenance appointments?
The Housing Ombudsman has reported that dissatisfaction with day-to-day repairs accounts for over a third of complaints every year, highlighting the importance of measuring satisfaction.
Yet relatively few repair and maintenance providers conduct outreach in the form of feedback phone calls, online forms or written surveys.
For housing repairs teams, this information can often be scattered, dated, and in different formats. This makes it difficult to respond quickly or optimise performance in the long-term.
Here we'll explore why you need to pay attention to customer feedback, and how you can easily measure satisfaction in real time.
Housing Ombudsman report findingsAs the Housing Ombudsman has identified, communicating with tenants before, during and after each appointment is key to improving service. The report recommends:
- When making appointments, landlords need to provide sufficient notice to the resident and try to accommodate their preferred timing.
- Confirm appointments and send reminders by text message or other agreed method of contact.
- Be sure to update the resident if you need to reschedule.
- Monitor progress and have accessible records of appointments, inspection reports, work orders and completion dates for your own repairs service and contractors.
- Periodically review complaints made and their outcome with service area staff and contractors.
- Provide feedback gathered from complaints to staff, other service areas, managers and boards/committees to help improve service.
From a housing association's perspective, completing work efficiently and effectively saves both time and resources. Collecting tenant feedback not only lets you monitor performance, but also allows you to optimise towards these objectives.
The importance of customer feedback
Satisfaction is becoming a key metric for housing associations to gauge the efficiency of their employed and contracted maintenance team. With significant budget spent on repair and maintenance each year, it's imperative to find contractors who fulfill jobs cost-effectively and to a high standard.
Many housing teams spend considerable time searching for contractors with specific skill sets to address unique R&M jobs across a diverse range of properties.
However, not all jobs are the same. If the wrong type of tradesperson is hired for the job, this entails repeat visits, more wasted time, higher costs and increased dissatisfaction amongst tenants.
Teams tell us this feels like wasted time that could be better spent on core support functions for tenants.
How to measure tenant satisfaction
Clearly, tenant satisfaction data can help decision-makers to streamline processes, ensuring repairs are carried out promptly and within budget.
But not all feedback is created equal. If data is inaccurate, outdated, or difficult to get hold of, it won't be of use to your organisation. That's why Localz helps Housing Associations to measure customer feedback in real time.
Asking residents for their thoughts immediately after the appointment - but not while the engineer is still at the property - ensures that responses are prompt and sincere. And the simple, convenient survey means that customers won't feel you're abusing their time.
The housing associations who partner with us see a number of benefits in time, cost and efficiency savings. What's more, the platform allows leaders and managers to make informed decisions that improve customer service.
We approach customer satisfaction with the same dedication as other metrics, as we believe that this helps identify the most reliable contractors that can be used on repeat business.