Over the past five years, we have been reforming the way we receive feedback from tenants on a variety of services, including repairs and maintenance queries.

Our satisfaction survey allows the responsive repairs team to improve its understanding about tenant experience and reflect on what needs to get better.

In 2021/2022, out of 2,077 returned surveys, the overall satisfaction for responsive repairs was 87.3% and 75% of tenants scored overall satisfaction as 10 out of 10.

Whilst feedback continues to reflect positive reoccurring themes such as professional service and quality workmanship provided, it also highlights what needs improving, such as multiple visits and communication.

This feedback includes:

“Stayed longer than she needed and it turned out to be a big job. She made sure everything was safe and left the area tidy until she returned the day after. Here bright and early to finish the job. Cleaned everything up and did a brilliant job. A lovely honest person.”

“I have always been satisfied with every one of my repairs. The repair men/women are friendly and take the time to listen to me. I suffer with chronic anxiety but Progress has always made me feel at ease.”

“If only the job was done the first time, I would not have to keep calling yourselves out to do it.”

From this, the responsive repairs team has reviewed 379 improvement comments and 573 positive comments.

Thanks to tenant feedback, we have:

  • Expanded our in-house team to deliver more work
  • Reviewed van stock
  • Invested heavily in training for all operatives
  • Introduced How To videos to help tenants

We are also using this feedback to look at the scheduling process and to support the implementation of the out of areas contracted responsive repairs service.