Customer Satisfaction Survey 2010

Irish Centre Housing carried out it's Annual Customer Satisfaction Survey in December 2010.

We used this feedback received in the surveys to improve our service.

The results of the survey were split into two groups -

One survey was carried out with all of our residents who are accessing our support and accommodation services (known as Supported Housing).

The other survey was carried out with our residents who live independently in our housing accommodation (known as General Needs Housing)

So what do the Survey Results tell us about our Supported Housing services?

Here are some of the key points:

• There was a slight increase in overall satisfaction with our service from 82% in 2008 to 85% in 2010
• Satisfaction levels with the service provided by our Night staff decreased marginally (by 5%) in comparison to our 2008 survey
• Some residents felt unable to complain about our service, for example, residents:

  > In our larger services (Conway House and Bethany House)
  > In our service for less than 6 months
  > Aged between 25 - 34 years old
  > Who are male

• Feeling safe in your accommodation remained important for our clients and we recorded a high level of satisfaction in this area (84%)
• In comparison to our 2008 survey, satisfaction levels around move-on support provided by ICH remains low
• We recognise from our previous survey that we need to do some work to ensure that clients' views are taken into account when making changes to the service
• Clients overwhelmingly preferred traditional methods of communication, such as a letter or with their Keyworker, over new technology

To view the full survey results including the action ICH intends to take to improve the service, please click on the link below:

View Survey Results - Supported Housing

So what do the Survey Results tell us about our General Needs Housing services?

Here are some of the key points:

• The quality of home is the most important for our tenants

• 92% of tenants were satisfied with the way their queries were dealt with

• Tenants felt we could do better around being informed when a worker would call and the length of time it takes before work actually started. We are now sending out Maintenance Satisfaction Surveys to tenants so that we can monitor this on a case-by-case basis

• We recognise from our previous survey that we need to do some work to ensure that clients' views are taken into account when making changes to the service

• Tenants preferred to be communicated with by letter, or by personal visits. Last year, 69% of tenants visited our office to contact us whilst 23% contacted us by phone and 8% by phone.

To view the full survey results including the action ICH intends to take to improve the service, please click on the link below:

View Survey Results - General Needs Housing