We are committed to introducing systems to constantly monitor and evaluate performance and disseminate information relating to customer satisfaction.  Techniques will be introduced to help establish tenant’s thoughts on the repairs service.

No less than 50% of repairs carried out will be subject to a random telephone survey.  Tenants will be asked to rate the service between the following categories:

 Very Good  Satisfactory   Poor

With regards to:

1. Professionalism of Cordale Staff
2. Time taken to do the repair
3. Standard of work
4. Contractor’s Conduct

The following general questions will also be asked about the repair: -

1. Did the contractor leave the repair site in a clean state?
2. Did the repair fix the problem?

The information obtained from post-repair inspections will be reported to the Housing and Asset Management Sub Committee on a quarterly basis.  The information obtained from the telephone surveys will be reported to the Housing and Asset Management Sub Committee on a quaterly basis.  This will focus attention on any areas of concern.  The results of the surveys will be considered by the Sub Committee when determining the approved list of local contractors.  Ultimately, this could lead to the removal of contractors where customer satisfaction is continually poor.

If you recently had a repair completed in your home we would love to hear your feedback.