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
| Number | Question | Source | Type | Response | Routing |
|---|---|---|---|---|---|
| 1 | Taking everything into account, how satisfied or dissatisfied are you with the service provided by Sandwell Council's Housing Services? | TSM | Radio | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied | |
| 2 | How satisfied or dissatisfied are you that Sandwell Council provides a home that is well maintained? | TSM | Radio | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied | |
| 3 | 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? | TSM | Radio | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know | |
| 4 | If you do not feel that your home is safe, please can you explain why and suggest what could be improved? | Probe | Text200 | n/a | 3 = Fairly dissatisfied , Very dissatisfied |
| 5 | Do you live in a building with communal areas, either inside or outside, that Sandwell Council is responsible for maintaining? | TSM | Radio | Yes, No, Don`t know | |
| 6 | How satisfied or dissatisfied are you that Sandwell Council keeps these communal areas clean and well maintained? | TSM | Radio | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied | 5 = Yes |
| 7 | Has Sandwell Council carried out a repair to your home in the last 12 months? | TSM | Radio | Yes, No | |
| 8 | How satisfied or dissatisfied are you with the overall repairs service from Sandwell Council over the last 12 months? | TSM | Radio | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied | 7 = Yes |
| 9 | How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? | TSM | Radio | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied | 7 = Yes |
| 10 | How satisfied or dissatisfied are you that Sandwell Council's Housing Services listens to your views and acts upon them? | TSM | Radio | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know | |
| 11 | How satisfied or dissatisfied are you that Sandwell Council's Housing Services keeps you informed about things that matter to you? | TSM | Radio | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know | |
| 12 | To what extent do you agree or disagree with the following `Sandwell Council's Housing Services treats me fairly and with respect`? | TSM | Radio | Strongly agree, Agree, Neither agree nor disagree, Disagree, Strongly disagree, Not applicable / Don`t know | |
| 13 | How satisfied or dissatisfied are you that Sandwell Council's Housing Services is easy to deal with? | STAR | Radio | Very satisfied , Fairly satisfied , Neither satisfied nor dissatisfied, Fairly dissatisfied , Very dissatisfied | |
| 14 | If you are not satisfied with customer service and communications please provide more information, and what could Sandwell Council's Housing Services improve? | Probe | Text200 | n/a | 10, 11, 12, 13 = Neither agree nor disagree, Disagree, Strongly disagree OR Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| 15 | How satisfied or dissatisfied are you that Sandwell Council's Housing Services makes a positive contribution to your neighbourhood? | TSM | Radio | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know | |
| 16 | How satisfied or dissatisfied are you with Sandwell Council's Housing Services approach to handling anti-social behaviour? | TSM | Radio | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know | |
| 17 | Have you made a complaint to Sandwell Council's Housing Services in the last 12 months? | TSM | Radio | Yes, No | |
| 18 | How satisfied or dissatisfied are you with Sandwell Council's Housing Services' approach to complaints handling? | TSM | Radio | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied | 17 = Yes |
| 19 | 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? | NPS | Radio | 0 TO 10 | |
| 20 | If Sandwell Council's Housing Services could do ONE thing to improve its services, what would you like it to be? | Probe | Text200 | n/a | |
| 21 | How satisfied are you with the energy efficiency of your home? | Add Q | Radio | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know | |
| 22 | If you were contacted again in the future and asked to take part in another survey what is your preferred method for taking part? | Add Q | Radio | Telephone call, Postal questionnaire, Email with link to online survey, Text with link to online survey, Not sure | |
| P1 | 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? | Radio | Yes, No | ||
| P2 | 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? | Radio | Yes, No | P1 = Yes |