Reviews Team Customer Satisfaction Survey
Homeless and Pre-Tenancy Review Service – Customer Feedback
Results
This publication contains the key results of the first on-line annual customer satisfaction survey carried out between October and November 2014.
The purpose of the survey was to collect information from recent customers about
their experiences of the Review Service. In so doing, it was intended that customers would be given an opportunity to let the Council know about their thoughts and
feelings whilst also helping us understand ways that we can improve the review
service that we offer in the future.
The main objectives were to:
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


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Find out how satisfied customers were in accessing the review service;
Find out if there were any problems or issues with accessing and understanding the review service;
Identify any areas of concern and areas for improvement in the future;
and
Give customers the opportunity to provide suggestions for improving the review Service in their own words.
Customers provided feedback upon the outcome of their review and their experience of the Review Service.
We have prioritised improvements based upon the experience of the Review Service including:
The Review Service email address is now publicised as an alternative method of
contact;
 An on-line review request facility is being developed for housing applicants;
 Send acknowledgement and decision letters to customers where an email address has been provided;
Housing Needs Review Panel information is now available to customers at
www.birminghamhousingoptions.org.uk;
 Continue to support Review Service personnel to gain an accredited Professional Qualification with the Institute of Customer Service (ICS);

Work with and support our telephone contact centre colleagues with training and
information to respond to review enquiries.
The nature of the Review Service responsibility involves reviewing previous housing application and homelessness decisions. It is recognised that obtaining feedback from customers whose decision outcome may not have met their expectations
is a challenge. The management of customers’ expectations is something we will
try to invest more energy into.
A further annual survey will be undertaken in October – November 2015.
Customer suggestions are welcomed and you may want us to consider:
Areas which you feel need improving
Previous experiences of good and bad customer service
Improving our image
Please email your suggestions to HOUHReviews@birmingham.gov.uk.
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Vicki Pumphrey
Senior Service Manager
31 December 2014
Question 1. How did you initially contact the Reviews Service?
45%
40%
40%
Phone
Office
40%
35%
30%
25%
20%
20%
15%
10%
5%
0%
0%
Letter
Email
Question 2. How easy was it to access the Reviews Service?
70%
60%
60%
50%
40%
30%
20%
20%
Very easy
I had to try more
than once
20%
10%
0%
Not easy
Question 3. Were you provided with information about the service and did the Officer explain how your review will be dealt with?
70%
60%
60%
50%
40%
40%
30%
20%
10%
0%
Yes
No
Question 4. Did you find the Review Officer to be knowledgeable ?
70%
60%
60%
50%
40%
40%
30%
20%
10%
0%
0%
Very knowledgeable
Knowledge acceptable
Not very knowledgable
Question 5. Overall, how satisfied were you with the service you received?
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
40%
40%
20%
0%
Very
satisfied
0%
Satisfied
Neither Dissatisfied
Very
satisfied nor
Unsatisfied
dissatisfied
Question 6. Do you have any suggestions for improving the Review Service?
70%
60%
60%
50%
40%
40%
30%
20%
10%
0%
Yes
No
Question 7. Is there anyone you would like to mention for good service?
80%
75%
70%
60%
50%
40%
30%
25%
20%
10%
0%
Yes
No