Customer opinions help improve services

A major survey of customer opinion has found a high satisfaction score for homes provided by housing organisation Thirteen.


4 Jun 2019

Between January and March, over 2,500 customers were contacted to gauge their opinions about services provided by Thirteen, the largest housing association in the region.

Now the results have been analysed, customer feedback shows that the overall score for customer satisfaction with their home is running at 8.2 out of a possible high score of 10.

A sample of customers living in Thirteen’s 34,000 homes were asked a wide range of questions, including their opinions about the neighbourhood they live in, how easy it is to contact Thirteen, their overall satisfaction with their home and whether customers would recommend the organisation to friends and family.

The final results have just been published and show that people gave an overall score for their satisfaction with their home of 8.2 out of 10.

Other results show that people gave an overall score for their satisfaction with their neighbourhood of 7.6 out of 10.

For how likely they’d be to recommend Thirteen to friends or family, people gave an overall score of 8.9 out of 10. People gave a score for how easy it is to contact Thirteen of 9 out of 10.

For how likely they would be to stay in their Thirteen home over the next two years, people gave an overall score of 8.6 out of 10.

Kay Glew, director of neighbourhoods at Thirteen, said: “Customer opinions are really important to Thirteen as they help us to understand our customers and their needs, and to improve the services we provide to better meet those needs.

“We’ve worked extremely hard over the past year to change the way we manage our homes and neighbourhoods which has seen a range of improvements which I think are reflected by this survey.

“As a result of customer feedback, we are carrying out a whole range of actions to address any problems and make improvements to services. As an example, Thirteen has expanded its anti-social behaviour team and we’re introducing a new mobile app to help record ASB incidents.

“In response to comments about the cleanliness of some of the estates we manage, we’ve also started to run clean sweep campaigns to tidy up neighbourhoods and improve the local environment for customers.”

Over the coming year, Thirteen will also be investing £34.1m into improving existing homes, testing extended customer service centre opening hours and improving the range of ways people can get in touch. The system that helps customers to swap their home with other tenants is also being changed, and £5m will be spent on aids and adaptations to help people stay in their own home for longer.

To ensure that these actions are having a positive effect on services, Thirteen will be carrying out a range of other surveys throughout the year to gauge the opinions of customers, residents and other organisations.

You can get more information about the results of the survey in an infographic.pdf and a Sway presentation.