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Customer surveys

As well as surveys carried out by our tenant inspectors, we also carry out a number of other surveys.

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

Every year we ask our customers what they think about their communities and our services. We use the results to plan the development of our services for the following year.

This is known as the STATUS survey and the questions are set nationally. This means we can compare our performance with other housing organisations, as well as measuring how we have improved over recent years.

Read the full report.

Ongoing customer surveys

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…….
A survey is sent 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 – 10, 1 is very poor and 10 is very good. See the survey examples 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. The result examples below show the first page scores of the report.

Step Four…….
These scores are reviewed by the managers and any areas of concern are addressed.