We pride ourselves on creating, abiding, and upkeeping our People Promises. As part of this commitment, it’s important that we gather Customer feedback on our performance to make meaningful improvements to our services.
It’s also vital that other organisations like Places for People collect the same data from their Customers, so as a sector, we can understand our strengths and weaknesses.
In Scotland we need to complete Customer Satisfaction Surveys as part of the rules outlined by the Scottish Housing Regulators (SHR). They require landlords to undertake surveys with customers and service users at least every three years to collect information on satisfaction.
What is this ARC Survey?
The survey will consist of 17 questions in total, six of which are specific to Scottish legislation with questions measured on a five-point scale. These topics range from repair wait times, complaints handling, and Anti-Social Behaviour (ASB).
We’re also adding additional questions into our perception survey to align with the Tenant Satisfaction Measures (TSM) in England where appropriate; this will allow Places for People to have a Group view of Customer satisfaction in both Scotland and England
What's next?
As the UK’s leading Social Enterprise, we take the thoughts and feelings of our Customers very seriously. As a result, we’ll be asking for feedback from all our Customers.
But don’t worry, there’s nothing for you to do just yet. When it's time, we’ll contact you by email, telephone, postal survey, or a face-to-face house call to collect your comments on our performance.
What happens to your answers?
We will take the information you provide and use it to identify where we need to make improvements, meaning you’ll have the opportunity to shape our future plans.
The surveys are strictly confidential, and your responses will be given back to us anonymously, without your name or other identifying information, unless you give your permission at the end of the survey.
If you’d like to learn more about ARC, please visit the Government's website.