Page 28 - Housing Solutions Annual Report
P. 28
Supporting residents & resident satisfaction
83% 92% 87% 72,207
overall said staff were satisfaction with resident contacts
customer friendly and service from received by customer
satisfaction approachable community services contact team
£ 33
79% over 33
of calls dealt with £826,000 Net Promotor
at point of contact of social value achieved Score
In 2019/20 we carried out our large-scale resident position to respond rapidly to Covid-19, moving all
satisfaction survey, Have Your Say, the results our contact center to fully remote working within
of which tell us that 83% of our residents are 24 hours, with no lapse in service. We were also
satisfied or very satisfied with Housing Solutions. able to seamlessly switch to a new out of hours
We also saw a significant fall in residents actively provider, Orbis, during the pandemic restrictions,
dissatisfied, down to just 5% whilst 92% of our which has been fully operational and efficiently
residents said that our staff were friendly and handling calls during the crisis. We have made use
approachable. We will be focusing during 2020/21 of multi-channel communication to directly reach
on areas for improvement highlighted from the over 95% of our residents to keep them updated
survey results, including tackling ASB and that our on our services and the support we can offer.
service continues to provide value for money.
We understand the importance of ensuring any
As an integral part of the local community our complaints received are dealt with efficiently and
front-line teams appreciate that we have a much effectively and this is reflected in our performance
broader role in supporting our residents than just which remains in the upper quartile. We
delivering excellent housing services. At certain proactively monitor all social channels to ensure
times everybody requires a little extra support, that complaints are handled promptly and report
Covid-19 impacted heavily on many of our residents regularly on performance against complaints KPI’s.
and we continued to help to protect our residents We continue to perform well in complaint handling
income and livelihoods by providing direct support, and outcomes.
together with supporting a number of local
organisations to deliver assistance to our residents,
such as providing food support to those shielding “I am very satisfied that
to facilitating internet access. We contacted over
800 of our most vulnerable residents in general Housing Solutions care about
needs housing to offer help and additional support.
my safety and welfare.”
Our investment in our IT hardware and software
infrastructure meant that we were in a prime Housing Solutions resident
28 Annual Report and Accounts 2020
10/11/2020 13:34
16645.02 HS Annual Report 86pp A4 v10.indd 28
16645.02 HS Annual Report 86pp A4 v10.indd 28 10/11/2020 13:34
