Five minutes of your time could be worth £50! Your views are important to us!

Our Customer Feedback Survey is on the back of the letter advising you when your responsive repair is booked.

It is really important for us to hear your views on this service. The comments you give help us to shape the service and show us whether there are any problems that we need to look at.

Your comments are valued and acted upon – they are read by management, and the feedback is given to the trades staff or contractor concerned.

Thankfully the majority of the comments we receive are positive, and it is always good for staff to receive a pat on the back for a job well done. If there are any concerns about a job, these too will be discussed with staff so we can improve our service to you.

Recent comments from Customer Feedback Survey cards are:

Mr P from Chippenham "You can't beat this service – thanks".

Mr & Mrs C from Wootton Bassett "Prompt and efficient service – thank you".

Mr P & Mrs H from Yatton Keynell "Very pleased with rapid response because we are both in our 80s. We are very grateful".

Mrs T from Wootton Bassett "(Keep) the same system as now - knowing the date and time am/pm – very good".

Mr & Mrs G from Chippenham "Things like leaking taps should be considered urgent, they should always be a repair on standby all the time".
A ‘leaking tap’ could be seen as ‘dripping’ or not turning off properly – this would not be classed as an emergency job. If the leaking was coming from pipework under the sink, this would be prioritised as an emergency. Lessons learnt – when reporting a repair, the more accurate information a resident gives, the better chance we have of prioritising the job correctly.

Mrs & Mrs L from Wootton Bassett "Ongoing problem – when we have loads of rain – survey done – what was the result?"
As a result of this customer feedback we spoke to the surveyor and he has been in touch with the residents to let them know what is happening. Lessons learnt – we need to make sure we feedback survey results to customers to improve communication.

So next time you have a responsive repair, please remember to complete the customer feedback survey on the back of the letter. You never know, you could be the lucky winner – but if not, you've still helped us to shape your Repairs Service. Thank you.
Simon Watson, Customer Repairs Manager.

[published online 5/8/11]