Local Offer Priorities Survey

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* 1. Name & Surname or Tenant reference no.

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* 2. Customer Care/Communication – this is the service we put in place to make sure that we reply to any correspondence, answer the telephone and respond/resolve complaints, how important are the following for you?

	Not important	Fairly Important	Important	Very important
Responding to any written correspondence within 5 days and answer query in full	Responding to any written correspondence within 5 days and answer query in full Not important	Responding to any written correspondence within 5 days and answer query in full Fairly Important	Responding to any written correspondence within 5 days and answer query in full Important	Responding to any written correspondence within 5 days and answer query in full Very important
Answer the phone in 5 rings and respond to a voicemail within 24 hours	Answer the phone in 5 rings and respond to a voicemail within 24 hours Not important	Answer the phone in 5 rings and respond to a voicemail within 24 hours Fairly Important	Answer the phone in 5 rings and respond to a voicemail within 24 hours Important	Answer the phone in 5 rings and respond to a voicemail within 24 hours Very important
Complaints: Acknowledge, resolve complaints within time frame and satisfaction with outcome and how it was handled	Complaints: Acknowledge, resolve complaints within time frame and satisfaction with outcome and how it was handled Not important	Complaints: Acknowledge, resolve complaints within time frame and satisfaction with outcome and how it was handled Fairly Important	Complaints: Acknowledge, resolve complaints within time frame and satisfaction with outcome and how it was handled Important	Complaints: Acknowledge, resolve complaints within time frame and satisfaction with outcome and how it was handled Very important

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* 3. To maintain our website and provide you with a tenant portal

Not important

Fairly important

Important

Very important

Not important

Fairly important

Important

Very important

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* 4. To publish:

	Not important	Fairly Important	Important	Very important
Regular tenant newsletters (at least 2 times a year)	Regular tenant newsletters (at least 2 times a year) Not important	Regular tenant newsletters (at least 2 times a year) Fairly Important	Regular tenant newsletters (at least 2 times a year) Important	Regular tenant newsletters (at least 2 times a year) Very important
Annual report	Annual report Not important	Annual report Fairly Important	Annual report Important	Annual report Very important
Annual rent statement	Annual rent statement Not important	Annual rent statement Fairly Important	Annual rent statement Important	Annual rent statement Very important

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* 5. To continue to offer a range of ways for tenants to become involved

Not important

Fairly important

Important

Very important

Not important

Fairly important

Important

Very important

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* 6. To maintain an equality and diversity policy to ensure that we treat all our tenants with fairness and respect

Not important

Fairly important

Important

Very important

Not important

Fairly important

Important

Very important

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* 7. Our repairs performance indicators to be on target with:

	Not important	Fairly Important	Important	Very important
Satisfaction with repair service	Satisfaction with repair service Not important	Satisfaction with repair service Fairly Important	Satisfaction with repair service Important	Satisfaction with repair service Very important
Repairs completed ‘right first time’	Repairs completed ‘right first time’ Not important	Repairs completed ‘right first time’ Fairly Important	Repairs completed ‘right first time’ Important	Repairs completed ‘right first time’ Very important
Different types of repairs completed within time frame	Different types of repairs completed within time frame Not important	Different types of repairs completed within time frame Fairly Important	Different types of repairs completed within time frame Important	Different types of repairs completed within time frame Very important
Appointments kept	Appointments kept Not important	Appointments kept Fairly Important	Appointments kept Important	Appointments kept Very important
Compliance with health and safety requirements	Compliance with health and safety requirements Not important	Compliance with health and safety requirements Fairly Important	Compliance with health and safety requirements Important	Compliance with health and safety requirements Very important

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* 8. To provide good quality cleaning and gardening services (where applicable i.e communal areas)

Not important

Fairly important

Important

Very important

Not important

Fairly important

Important

Very important

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* 9. To continue to support tenants with:

	Not important	Fairly Important	Important	Very important
Employment, education and training	Employment, education and training Not important	Employment, education and training Fairly Important	Employment, education and training Important	Employment, education and training Very important
Welfare reform/universal credit	Welfare reform/universal credit Not important	Welfare reform/universal credit Fairly Important	Welfare reform/universal credit Important	Welfare reform/universal credit Very important
Digital inclusion (provide sessions to teach using the internet, social media etc...)	Digital inclusion (provide sessions to teach using the internet, social media etc...) Not important	Digital inclusion (provide sessions to teach using the internet, social media etc...) Fairly Important	Digital inclusion (provide sessions to teach using the internet, social media etc...) Important	Digital inclusion (provide sessions to teach using the internet, social media etc...) Very important
Hardship fund	Hardship fund Not important	Hardship fund Fairly Important	Hardship fund Important	Hardship fund Very important
Continue to provide Debtsmart (free confidential advice on financial and debt matters)	Continue to provide Debtsmart (free confidential advice on financial and debt matters) Not important	Continue to provide Debtsmart (free confidential advice on financial and debt matters) Fairly Important	Continue to provide Debtsmart (free confidential advice on financial and debt matters) Important	Continue to provide Debtsmart (free confidential advice on financial and debt matters) Very important

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* 10. To continue to work in partnership with our local partners to:

	Not important	Fairly Important	Important	Very important
Improve neighborhoods	Improve neighborhoods Not important	Improve neighborhoods Fairly Important	Improve neighborhoods Important	Improve neighborhoods Very important
Build new homes	Build new homes Not important	Build new homes Fairly Important	Build new homes Important	Build new homes Very important
Tackle anti-social behaviour (ASB)	Tackle anti-social behaviour (ASB) Not important	Tackle anti-social behaviour (ASB) Fairly Important	Tackle anti-social behaviour (ASB) Important	Tackle anti-social behaviour (ASB) Very important

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* 11. To improve our rent collection and reduce arrears

Not important

Fairly important

Important

Very important

Not important

Fairly important

Important

Very important

Local Offer Priorities

Your feedback matters

Question Title

* 1. Name & Surname or Tenant reference no.

Question Title

* 2. Customer Care/Communication – this is the service we put in place to make sure that we reply to any correspondence, answer the telephone and respond/resolve complaints, how important are the following for you?

Question Title

* 3. To maintain our website and provide you with a tenant portal

Question Title

* 4. To publish:

Question Title

* 5. To continue to offer a range of ways for tenants to become involved

Question Title

* 6. To maintain an equality and diversity policy to ensure that we treat all our tenants with fairness and respect

Question Title

* 7. Our repairs performance indicators to be on target with:

Question Title

* 8. To provide good quality cleaning and gardening services (where applicable i.e communal areas)

Question Title

* 9. To continue to support tenants with:

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* 10. To continue to work in partnership with our local partners to:

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* 11. To improve our rent collection and reduce arrears

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* 12. We have listed the offers noted above, please put them in order of importance to you. 1 being least important to 10 being most important to you.

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* 13. Is there anything else you believe we should prioritise or add to our local offer?