Pictured above: Peter McCormack
Derwent Living has been given a big thumbs-up from its
residents, with a recent satisfaction survey showing that they are
more satisfied with the service they are receiving than ever.
The Derby-based housing provider issued the STATUS survey in
June to all its customers of affordable rented properties, rented
properties and homeowners who have bought from Derwent Living, or
pay for services of Derwent Living, across the Midlands, South
Yorkshire and the South East.
The results are now in and overall satisfaction amongst
residents has risen from 81% in 2007 to 85% in 2010, outperforming
many local and national providers.
Peter McCormack, chief executive at Derwent Living said:
"Derwent Living is required by our regulator, the Tenant Services
Authority, to send out a customer STATUS survey every three years
in order to establish how our customers rate our
services.
"This information gathered tells us what we are doing well and
highlights areas for improvement. It also allows us to compare
ourselves in relation to other housing providers. The survey helps
to shape the services that we provide to our customers, and we are
really pleased with the positive results we now have."
The survey found that there has been a 6% rise in the number of
residents who are satisfied with the company's repairs service. 88%
of those surveyed said that Derwent Living had friendly and
approachable staff; 75% of residents said that Derwent Living cared
about its customers and there was also an increase in the number of
residents who felt that their views were being taken into account
by the company when shaping its services.
Peter adds: "We are delighted with the results of the STATUS
survey and particularly that the overall satisfaction with our
services has increased so significantly since the previous survey
in 2007. As a company, we try to ensure we are providing our
customers with the best service possible and a key point that stood
out in the results was how well our staff are perceived by
residents. Residents find staff helpful, knowledgeable and able to
deal with their enquiries extremely well.
"We will be using the information collected to formulate local
offers with residents, which will be rolled out next year.
Obviously there are always areas for improvement, but this is
another positive step forward for us."
For more information about Derwent Living, please visit their
website here:www.derwentliving.com