Page 4 - Annual Report 2019
P. 4
Tenant Involvement Annual Report to tenants
2018/2019
& Empowerment Standard | Landlord services
Resident involvement
Volunteer hours Value
Customer Voice Panel 140 £1,096
Tenants’ Panel 1718 £13,452
Customer Assurance 180 £1,409
Panel
Tenant Auditors 320 £2,505
Stafford 200 £1,566
(Wrekin Residents’ Group)
Other 1000 £7,830
£27,858
Total value of volunteering
Complaints with landlord services Read Customer Service
more
2016/17 2017/18 2018/19 Star Survey satisfaction with...
253 248 239 repairs and maintenance 91%
views taken into account 73%
Top 5 reasons for complaint
being treated with fairness and respect 90%
28% 10% value for money for your rent 90%
your neighbourhood as a place to live
83%
Communication Delay
Overall customer satisfaction 92%
9% 7% 7% Contact centre
Appointment Policy Quality number of service requests 119,799
The customer contact
centre is open from
8am - 8pm seven
days a week.
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