THURROCK’S top councillor for housing, deputy leader Cllr Val Morris-Cook has told members that repairs satisfaction levels among tenants is fast improving.
Answering a question during Wednesday (27 March) evening’s meeting of the full council, she said: “Repairs satisfaction is an exceptionally important indicator for Thurrock Council’s Housing department as an assessment of how well our repairs contractors are satisfying the needs of our tenants.
“Currently we have two ways off assessing the quality of work completed by Mears, Housing’s responsive repairs contractors.”
Cllr Morris-Cook explained the department carried out “an independent satisfaction survey” which tries to ask all tenants who have had work done what they think of the work.
She said: “For February 2013, 793 calls were made to tenants of which 25 per cent took part.
“Of them,82 per cent said they were happy with the quality of the repair, 73 per cent said the repair was completed in the first visit, 89 per cent said their appointment slot was kept and 91 per cent rated the service provided by the contractor as good or excellent.
“This tells us that overall residents are happy with the service but we still have improvement to be made, this information allows us to target these improvements.”
She said: “In this way we feel that we have a very robust mechanism of technical and customer quality data to help continue to improve the service.”