Customers invited to share their views - North Devon Homes

Here at North Devon Homes, we involve our customers in decision making and policy setting; we value their input in all that we do.

In return we are open, honest and transparent and we regularly share information regarding our performance, projects we are working on, how customers can get in contact with us, what we are doing in the community and how they can get involved.

We do this through our customer involvement meetings, coffee mornings, quarterly magazine, social media, our website, local press, our annual Customer Summer Fayre and through these fortnightly columns.

As a community landlord we are committed to creating communities where people want to live and want our customers to be able to share their thoughts and have the chance to have their voice heard. That’s why we are currently conducting a customer satisfaction survey to find out the views of our customers on areas including their home, repairs, their safety and their neighbourhood.

We are doing this so that we can understand, from our residents, what we are doing well and areas where we need to improve.

It also helps us to see how we are performing against the new Tenant Satisfaction Measures (TSMs) which were introduced by the Regulator of Social Housing earlier this year.

Over the next few months customers may receive a letter, a call, text or an email from us asking them to take part in the survey. This is done randomly, and we encourage every customer who is contacted to take part and help shape the future of our provision.

They will be asked 12 questions and it takes approximately 5 minutes to complete. They will also be given an opportunity to leave a comment providing further insight. On occasion, we may follow up these comments if they raised any concerns such as, for example, a safety concern.

Once the satisfaction results are in, they will be aggregated to create anonymity and reviewed by our team, our customer scrutiny groups and our board.

This will help us to get an accurate picture of what our customers think of us and how we are performing against other landlords. Therefore, the more people who get involved, the better we know what we need to work on and prioritise. We will be publishing the results alongside our plans and share these with our customers and the Regulator of Social Housing.

We really hope our customers will get involved in this survey and share their views with us. As always, if any of our customers have anything they want to tell us, good or bad, we encourage them to call us on 01271 312500 or email feedback@ndh-ltd.co.uk

Written by Marc Rostock, Director of Neighbourhoods at North Devon Homes