Voluntas Housing’s Rated By Residents service is being used by Liverpool Mutual Homes to conduct over 400 tenant satisfaction surveys each month in near-real time.
Following LMH’s implementation of Rated By Residents in September 2009, tenant satisfaction with its responsive repairs service has increased by 12 per cent and enabled LMH to accurately monitor which trades need to improve their ‘right first-time’ performance.
Rated by Residents automatically downloads information from LMH’s repairs system and telephones tenants as soon as each repair has been completed to assess the service provided. Tenants can also book an appointment satisfaction survey to suit themselves, and if necessary, Voluntas Housing’s team can trigger a customer recovery process if a tenant is at risk as a result of a health or safety issue. Tenants’ responses are fed straight into LMH’s secure area on the Voluntas Housing web site as soon as each telephone call ends, and they can view their results at any time.
The first independent telephone surveys were completed by Voluntas Housing within four weeks of starting the project. While the initial focus was on responsive repairs, LMH has since extended the solution to cover its multi-million pound investment programme.
By using innovative technology, MRS-accredited survey techniques and real-time reporting, the system can provide customer insights into any service as often as required. Rated By Residents can also capture and report across all housing operations, customer demographics, contractors deployed and their relationship to customer satisfaction.
The Voluntas service provides externally-validated results in line with TSA expectations and focuses on tenant outcomes, one of the key elements of Short Notice Inspections.
Steve Collins, director of regeneration and technical services, Liverpool Mutual Homes, said, “I feel confident that we now have a complete set of tools to help us deliver excellent services to our residents.”
Voluntas said that a single service application would cost around £12,000 including implementation and software costs, and that deployment of its Rated By Residents service usually takes around four weeks.