We have continued to commission our trusted partner “Viewpoint” to help us gain valuable insight into our tenants’ satisfaction.
As part of this programme, you may be randomly selected from a database and contacted by phone call, email or letter. Questions are geared towards checking your satisfaction with our services and results are then posted on our website. Each year-end the results are also sent to the regulator of social housing for them to monitor how well we are delivering services.
our services and results are then posted on our website. Each year-end the results are also sent to the regulator of social housing for them to monitor how well we are delivering services.
answer the questions. So, a big thank you to those who have participated.
To view the tenant satisfaction measures visit www.norwich.gov.uk/tsm
Viewpoint have been surveying 250 tenants each quarter and we really appreciate the time that tenants have taken to answer the questions. So, a big thank you to those who have participated. To view the tenant satisfaction measures visit www.norwich.gov.uk/tsm
Our tenants are at the heart of what we do. We invest time and resources in monitoring our performance, from complaints to voids. But true improvement comes from analysing feedback and finding solutions to prevent repeat issues. Here are some changes we've made based on tenant feedback:
complaints to voids. But true improvement comes from analysing feedback and finding solutions to prevent repeat issues.
Here are some changes we've made based on tenant feedback:
People are constantly smoking in non-designated areas. A complaint was raised about a dog in a tower block.
We reminded all residents of our smoking policy and increased visits to the area. We’re also supporting smokers to give up, see the article on page eight. We reminded tower block residents of pet rules and assured them that incidents would be handled confidentially.
The wording of our text messages and letters about outstanding rent causes unnecessary distress.
We changed the wording of our letters and ensured that automated text messages are not sent to tenants with known vulnerabilities.
We’d like the opportunity to put things right, so if something isn’t right please let us know by visiting www.norwich.gov.uk/complaints
If you're unhappy with our complaint response, you can escalate it to the Housing Ombudsman www.housing-ombudsman.org.uk/residents/bring-your-complaint-to-the-housing-ombudsman