Belfast-based Oaklee Housing Group started using Voluntas Housing’s Rated by Residents service in May 2009 to collect customer feedback and monitor tenant satisfaction for its responsive repairs service.
Rated by Residents provides Oaklee with an independent service to monitor customer feedback as well as the ability to untangle different aspects of its service and contractors to see which are performing well and those that require improvement.
The Voluntas system extracts tenant and service data from Oaklee’s systems and carries accredited, continuous surveying according to Oaklee’s requirements. Data entry is done at the point of the interviews so that the results are available in real time as very accurate web-based graphs and tables.
Brian McKenna, group head of corporate services, Oaklee Housing, said, “We are looking forward to having our surveys conducted in an independent way which will give us greater insight into our repairs service and how we can drive improvements. Later this year, we are keen to evaluate other services using Rated by Residents.”