Resident Satisfaction Survey Results

Works Carried Out: / Window Replacement
Properties: / 50, 52, 54 & 56 Isabella Drive
Consultant: / N/A
Contractor: / Sovereign Group

Total Number of questionnaires received:4/4

Percentage of questionnaires received:100%

Based on a scale of 1-10, residents were asked how they would rate certain areas of service provided by Keniston, the contractors and also the end product. KPIs (key performance indicators) have been set from which our aim for year 2016/2017was to score an average level of 8/10.

Average Level of Satisfaction / Breakdown of responses / Average Score

Section A

Service from Keniston / Resident Meetings / 10
Letters / 9.5
Visits / 9.5
KHA’s response to queries/problems / 9.8
Rate way in which KHA kept informed / 9.5
Accuracy of information provided / 8.5
Average score for this section
/ 9.4

Service from Contractor

/

Attitude to resident

/ 8.3

Attitude to work itself

/ 7.3

Response to problems

/ 6.0

Time keeping throughout

/ 7.3

Contractor communication

/ 6.0
Average score for this section
/ 7.1

Section B

Product

/ Overall appearance of windows internally / 8.5

Overall appearance of windows externally

/ 8.5

Associated fixtures including ease of use (handles, locks etc.)

/ 7.5

Fascia and gutters

/ 9.0

Satisfied that works complete

/ 7.7

Quality of works

/ 7.3

Average score for this section

/ 8.1
Section C
General Matters /

Happy overall

/ 8.1

Fairly treated

/ 8.3

Average score for this section

/ 8.2

Average score overall

/ 8.3
Resident Comments

1)Great service, just not good when contractors can’t understand English.

2)Outstanding problem with patio door and bolt.

3)Fitted wrong windows upstairs and had to reschedule.

4)The fascia guy was rude, belligerent & insisted on coming through the house when I was ill and disabled in the lounge (dark haired one, other guy was professional). They left nails and debris all over the patio that was so thick and dangerous and no attempt to clear. His language outside was unacceptable they carried on working till very late in the evening being asked to stop at 9pm. The window guys were professional and assiduous but their English was poor. The language barrier was a major obstacle the company did not keep appointments on two occasions. Jane and Tony were fantastic and were very understanding of my disability and being ill at the time. They went out of their way for us and liaised with the site manager to address problems because the contractor could not speak English well enough to understand. I would like it to be noted by KHA's director that both Tony and Jane went the extra mile to pitch in and help us during the installation. Their practical help and sensible suggestions were much appreciated.

5)I don’t think Keniston Housing Association should use this company on future works.

Resident Liaison Officer Comments

This is the first contract with Sovereign Group and as such it must be remembered that this was always going to be a learning curve for both parties.

However, whilst we are pleased with the quality of the product,unfortunately as highlighted by resident’s comments, the contractor’s management of the work,once on site,did not meet the standards usually expected by Keniston. Regrettably, there was a lack of site supervisionand poor communication, not helped by non-English speaking operatives, all of which led to a huge amount of daily intervention from Keniston.

We also experienced difficulties when requesting that Sovereign re-visit a property to resolve a defect with one of the new patio doors. This was eventually attended to but required numerous site visits and, therefore, unnecessary inconvenience to Keniston and the residentin the process.

The above would need to be taken into account if considering working with Sovereign Group in the future.

Results collated by Jane Westpfel

M:\KHA\REPAIRS SERVICE\Resident Liaison Officer\Resident Satisfaction Surveys\16-17 Darrickwood Window Replacement Survey Results.doc