To make sure that we are always improving our repairs service we will be making it easier for customers to give feedback by using text messages.
We currently carry telephone satisfaction surveys for a percentage of customers after a repair has been completed. From 1 October we will be piloting the use of text (SMS) messages for half of these surveys for an initial period of 3 months.
A company called Kwest will be carrying out these surveys. Kwest have a long history of working with social housing providers and are a cost effective way to get independent views on our services. Using text messages will enable us to get feedback more quickly following a repair being completed.
No more than four messages will be used, there is no cost to the user. If there is no reply to text messages or if there are issues which need investigation or negative feedback then Kwest will phone the resident.
All telephone numbers are kept securely and confidentially and in line with GDPR regulations.