NIFHA Press Room
Oaklee - Rated by Residents
Tuesday 15 June 2010
Oaklee Homes Group, has implemented Rated by Residents™ from Voluntas Housing to collect customer feedback and monitor tenant satisfaction for its responsive repairs service.Managing around 4,500 properties across Northern Ireland, Oaklee has a diverse range of homes to manage and a long list of contractors who deliver responsive repairs.
Rated by Residents not only provides Oaklee with an independent service to monitor customer feedback but also gives Oaklee the ability to untangle different aspects of the service and also different contractors to see which facets are performing well and those that require improvement. Coupled with the tenant comments which can be filtered by contractor, priority, trade and more, Rated by Residents provides a valuable performance improvement tool.
Rated by Residents is a complete service for monitoring customer feedback that takes all the hassle away from the Provider, releasing staff time for problem resolution and service improvement. The system extracts tenant and any service data (not just repairs) from the client’s systems and undertakes accredited surveying according to the client’s requirements. Data entry is undertaken at the point of the interviews so that the results are available in the form of web-based graphs and tables immediately following each survey completion. Results can be filtered by any chosen criteria and it’s easy for staff to drill-down into the detail.
The key features of Rated by Residents which inspire such confidence are its independence from the sector, the continuous nature of the survey and the accuracy driven by surveying so quickly after the contact with the tenant.
Brian McKenna, Group Head of Corporate Services at Oaklee Homes Group commented “We are looking forward to working with Voluntas Housing and having our surveys conducted in an independent way which will give us greater insight into our repairs service and how we can drive improvements. We are keen to evaluate other services using Rated by Residents later in the year.”
Rated by Residents is in use by a growing number of Housing Associations which has recently included Leeds Federated, Incommunities, Worcester Community Housing, Arcadia Group, Oaklee Homes Group and Plus Dane Group.
-end-
Further Information
Jenny Sharpe
Oaklee Housing Group
T: 028 9044 1300
www.oaklee.org.uk
