How Well Did We Do?
Tell us how we are doing!
Your comments and opinions matter, and could help us improve our services to you. At Shettleston Housing Association, we aim to provide you with a high level of service and aspire to get it right first time, every time. That is why we have developed our How Well Did We Do? feedback card, making it easy for you to tell us about your experiences with us. So, the next time you have contact with us – in the office, after a home visit or even by phone – why not tell us how well a job we are doing on your behalf.
You can give us your feedback by completing one of our How Well Did We Do? survey cards, which are available from all our staff, including contractors, and are also available from the reception desk at our office. All cards are reply paid, so all you have to do is complete it, pop it in the post, or into a special box in our reception area. Alternatively, you give us your feedback online, by clicking on the link for How Did We Do? in the top right hand corner of this page.
And don’t forget, all completed How Well Did We Do? cards will be entered into a monthly prize draw to win £30 of shopping vouchers (as long as you tick the box to enter the prize draw). So please keep your feedback coming in, and who knows, next month the lucky winner could be you!
What happens to the feedback you give us?
All feedback received a How Well Did We Do? survey will initially go to IBP Strategy & Research, a well reputed company that we use for our surveys and consultations. IBP will record your feedback onto a database, and this will help us to analyse the results, and use your feedback to help shape and improve our services to you. All the information you give us remains confidential and we will not publish the individual details of any customer.
If you wish to receive further contact from us about the service you have received, or would like your comments to be treated as a complaint, or if you would like to get involved in the work of the Association, you can indicate this by ticking the relevant boxes on the survey. A member of staff will then make contact with you as soon as possible to discuss your comments further.
In the event that you make a formal complaint, we will aim to resolve your grievances within five working days, according to our Complaints Procedure. Please see the Complaints section of our website for more details on this.
Quarterly reporting on how well we are doing:
Each quarter, we will publish the results from the feedback you have given us in the previous quarter. We will also include details of any improvements we have made or plan to make, as a result of your feedback. The results for each quarter will be published in the Newsletter.
To see key stats on how well we are doing in our latest Newsletter, click here. (Please note to view this properly, you may need to download Adobe PDF reader, whjch is free, via http://get.adobe.com/uk/reader/)