New for 2021 - Customer Surveys by SMS text, Email and Telephone
As part of our commitment to customers, we have moved to a digital system for when we ask you to tell us about your experiences of our services
Your voice and influence is one of our key commitments in the Wrekin Tenant’s Charter.
This means we can reach many more people and do even more to improve our service delivery in ways that matter to you the customer.
What will this mean for you the customer? You may start getting SMS text messages or emails form us inviting you to take part in a short survey. The text or email will contain a link to the survey, this link is safe for you to use. We have already started with:-
Repairs survey- if you have a repair completed you may get one a few days after it has been completed. This is short survey about the repair you have just had done.
STAR satisfaction survey: You should start to receive this overall satisfaction survey just after the anniversary date of the start of your tenancy. We have recently played catch up, so if your tenancy started between October and January and you have a SMS phone or email you should already have received one. It is a national survey and contains just seven very quick questions and the opportunity to tell us what you think, good or bad!
We will gradually move our other satisfaction work to this new system over the year.
Our new system also makes sure that you don’t get too many surveys
Once we have some results from the new system we will publish them quarterly in the performance area of our website and increasingly publish any changes we make as a result of what you tell us.
Understanding the customer journey and service user’s experiences helps us plan for the future and improve the services we deliver at Wrekin.
If you would like to find out more or become an Involved Resident, please get in touch with the Continuous Improvement Team at getinvolved@wrekin.com or 01952 217194.
5th February 2021