Tenant Question Set
Hello is that xxxxx
My name is xxxxx and I'm calling on behalf of Sandwell Council from an independent research agency called Acuity. We are carrying out short satisfaction surveys with tenant's to find out how satisfied you are with your home and with the services that you receive from them. Would you be able to spare xxxxx minutes to go through the survey with me now? IF NO ASK: can I call you back another time?
IVR READ OUT: The survey will be used to calculate annual tenant satisfaction measures to be published by Sandwell Council and reported back to the Regulator of Social Housing.
If the customer would like to verify the validity of this survey they need to contact Sandwell Council, by email - housing_hub@sandwell.gov.uk or by phone - 0121 368 1166.
Data sharing if challenged- "Your landlord will, from time to time, share your personal data with third parties for "legitimate interests". This could be transferring it to repairs contractors to carry out repairs or for research purposes such as this, to ensure that they are giving the best service possible. When signing your application form or agreement, you are automatically included in this legitimate interest clause which can also be found in the data privacy statement on your landlords' website. You can however opt out of this by contacting your landlord. If you are not happy that your landlord has passed your details to us and would rather we did not contact you again, we can remove your details from our system and flag this back to your landlord. I would however urge you to contact them to request your details are not shared with other parties".
Before we start, I need to make you aware that we are bound by the Market Research Society Code of Conduct. All calls will be recorded for training and quality purposes. Any information that you give us will be treated in confidence and will be used to find ways of improving the service that Sandwell Council provides. Sandwell Council will be able to identify you from your survey response, are you happy to continue?
If asked - call recordings are stored for 90 days to allow for our company to verify and validate the quality for the interviews.
Yes
No
| Label | Question text | Rating scale |
|---|---|---|
| Overall Satisfaction | Taking everything into account, how satisfied or dissatisfied are you with the service provided by Sandwell Council's Housing Services? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| Overall Satisfaction Very Satisfied Comments
|
Please can you explain why you are very satisfied? | Open ended |
| Overall Satisfaction Neutral Comments | What could Sandwell Metropolitan Borough Council do to improve your satisfaction with the service? | Open ended |
| Overall Satisfaction Very Dissatisfied Comments | Please can you explain why you are very dissatisfied? And what Sandwell Metropolitan Borough Council needs to improve? | Open ended |
| Well Maintained Home | How satisfied or dissatisfied are you that Sandwell Council provides a home that is well maintained? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| Safe Home | Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Sandwell Council provides a home that is safe? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| Unsafe Home Comments | If you do not feel that your home is safe, please can you explain why and suggest what could be improved? | Open ended |
| Communal Areas? | Do you live in a building with communal areas, either inside or outside, that Sandwell Council is responsible for maintaining? | Yes, No, Don`t know |
| Communal Area Satisfaction | How satisfied or dissatisfied are you that Sandwell Council keeps these communal areas clean and well maintained? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| Repairs in Last 12 Months | Has Sandwell Council carried out a repair to your home in the last 12 months? | Yes, No |
| Repairs Last 12 Months Satisfaction | How satisfied or dissatisfied are you with the overall repairs service from Sandwell Council over the last 12 months? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| Time Taken Repairs | How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| Listens and Acts | How satisfied or dissatisfied are you that Sandwell Council's Housing Services listens to your views and acts upon them? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| Listens and Acts Comments | If you are not satisfied with the way Sandwell Metropolitan Borough Council listens to your views and acts upon them, please can you explain why and what could be improved? | Open ended |
| Keeps you Informed | How satisfied or dissatisfied are you that Sandwell Council's Housing Services keeps you informed about things that matter to you? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| Fairly and with Respect | To what extent do you agree or disagree with the following `Sandwell Council's Housing Services treats me fairly and with respect`? | Strongly agree, Agree, Neither agree nor disagree, Disagree, Strongly disagree, Not applicable / Don`t know |
| Easy to Deal With | How satisfied or dissatisfied are you that Sandwell Council's Housing Services is easy to deal with? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| Customer Service and Communication Comments | If you are not satisfied with customer service and communications please provide more information, and what could Sandwell Council's Housing Services improve? | Open ended |
| Contribution to neighbourhood | How satisfied or dissatisfied are you that Sandwell Council's Housing Services makes a positive contribution to your neighbourhood? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| Approach to ASB | How satisfied or dissatisfied are you with Sandwell Council's Housing Services approach to handling anti-social behaviour? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| Complaints in Last 12 Months | Have you made a complaint to Sandwell Council's Housing Services in the last 12 months? | Yes, No |
| Complaints Handling | How satisfied or dissatisfied are you with Sandwell Council's Housing Services' approach to complaints handling? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| NPS | How likely would you be to recommend Sandwell Council's Housing Services to other people on a scale of 10 to 0, where 10 is extremely likely and 0 is not at all likely? | Not Likely - 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, 10 – Very Likely |
| Cost of Living | How concerned are you about the cost of living crisis for you personally? | Not at all concerned, Slightly concerned, Very concerned, Prefer not to say |
| Permission 1 | The results of this survey are confidential. However, would you be happy for us to give all of your details to Sandwell Council's Housing Services with your name attached so that they have better information to help them improve services? | Yes, No |
| Permission 2 | Would you be happy for Sandwell Council's Housing Services to contact you to follow up any of the comments or issues you have raised? | Yes, No |