Home | Site map | Contact us| Work for us | Service standards

Customer surveys

Nottingham City Homes carries out a variety of customer surveys across a wide range of service areas.

They are carried out throughout the year to find out what you think about the services we provide. We use two systems to gather this information which are described in more detail below.

Annual customer survey (STAR)

STAR (survey of tenants and residents) is our new customer satisfaction survey.

It has replaced STATUS (standardised tenant satisfaction survey) surveys which you may have seen in the past. STATUS surveys were a national process which asked you what you think of our services. The results show we've made some real improvements with customer satisfaction rising from 60% in 2007 to 80% in 2009. But in 2010 it was scrapped.

So we have now joined with many other housing organisations to take part in STAR - developed by HouseMark. We've commissioned Kwest (an independent research company) to do the research for us

The first STAR survey went out in November 2011. Each survey takes a sample of 4,200 of our tenants and asks a number of questions covering all aspects of our services - giving us a vital insight into how satisfied people are and where we need to improve.

If you get a survey this year, this is your chance to tell us what you think about our services in a confidential manner.

Everybody who replies to the survey will be entered into a free prize draw for the chance to win a first prize of £100, a second prize of £50 or one of four runner-up prizes of £25 in shopping vouchers!

Why aren't we asking everyone?

An accurate survey only requires a sample of customers to take part - exactly like with national opinion polls, when researchers will ask only 1,000 people, but make sure within that they have spoken to all parts of the community.

Also, it is very expensive to ask every tenant. The results we get will be accurate to within a couple of percent which will give us a very accurate result.

If you get a survey, please make sure you fill it in. If you're struggling with any of the questions, please contact Kwest direct on 0800 634 8260.

Ongoing customer surveys (VMS)

As a company we are committed to meeting our customers' needs and improving the services we offer to you. One of the ways we do this is by sending out surveys through the Vision Management System (or VMS for short).

VMS is important to you! We can only improve our services in the future if you tell us what went well and what didn't. Telling us what we did well is just as important as when you have a complaint.

How does VMS work?

Step One...
We send a survey to a sample of customers who have recently used one of Nottingham City Homes services.

Step Two...
You will be asked to score the service you have received on a scale of 1 to 10, 1 is very poor and 10 is very good. See the example surveys below.

Step Three...
The scores you have provided along with any comments will be put into our computer system. A report is then produced which provides the manager of the service area with a score for each question asked. To see the most current results use the link below.

Step Four...
These scores are reviewed by the managers on a continuous basis and any areas of concern are addressed.