Thank you to everyone who completed our satisfaction survey. We felt it was really important to get your views, especially during these uncertain times, on our services. The more feedback we receive, the better we can strive to deliver a service that is effective for our communities.
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During the pandemic, we might have expected a decrease in positive results, but Housing Services in Wrexham Council have gone above and beyond, and the results of the survey reflect this.
Most people choose to contact us via telephone, and we are proud to have been able to maintain this service via our call centre and estate offices throughout the past year. With 25% of tenants contacting us more during lockdown than they would have previously, it’s positive to see that over 75% of these tenants felt that we provided them with the help and advice they required, but leaves us with some room for improvement too, for us to address.
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As well as contacting us, Housing Services made over 20,000 welfare calls to our tenants throughout the pandemic. We had a really positive response from feedback around these calls, with almost 70% of you saying that they were helpful, informative or reassuring, which is excellent.
“The lady I spoke to on the phone was very nice and it was nice to know someone was there”
“It was very reassuring to find someone was interested in us and in our health.”
It’s clear from your responses in this survey that not one communication method suits all and we should continue to engage with you as our tenants, in a number of ways to ensure that messages are relevant and reach the intended audience efficiently and effectively. Your preferred methods of communication were: letter, email, phone, social media and newsletters.
Moving on to repairs, over 90% of you said that you were happy with how your call was handled and 84% of you who had an emergency repair carried out during the pandemic said you were satisfied with the work carried out. In addition to this they have also completed the refurbishment of over 2750 homes (25% of our housing stock). These are fantastic results and testament to our Repairs Team.
Finally, within the survey, we also gave tenants and leaseholders the opportunity to tell us what we have done well and what we could have done better throughout the covid-19 pandemic, and it was great to see that almost 67% of comments were really positive and the remaining comments were constructive to allow us to continue to improve for our service users.
“Communication was very good, very clear information and communication. Thank you for the hard work.”
“Handled the situation extremely well. Credit to all staff and workforce.”
“I am in my 70’s it was so nice to have that phone call to ask if I was ok and did I need anything, it meant so much, thank you”
“Reaching out to people and reassuring us has made a huge impact. Thank you for going above and beyond for us.”
Julie Francis – Head of Housing Services said “I am so proud of all my teams and how they have responded during this pandemic. It is encouraging to see that so many of our tenants and leaseholders are happy with the services we are providing. As a team we will continue to provide a great service for our communities.”
We won’t sit back, we’ll take on board everything you’ve fed back to us to see what further improvements we can make to our services in order to ensure our tenants receive the very best their landlord can offer
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