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: 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. 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