ORC Launch Housing Repairs Measure

UK agency ORC International has launched 'ORC Repaircheck' - a standard survey that enables housing providers to gauge tenant satisfaction with repair services.

The new service was launched at ORC International's seminar in London this week, 'Performance management for housing providers: the role of research and consultation'.

The telephone survey canvasses the opinions of tenants who have recently experienced repairs to their property through the organisation's repairs service. Results are posted each month on a secure web site allowing organisations to monitor satisfaction with repairs contractors on a regular basis, and target areas for improvement. Because a standard approach is taken, costs are minimised and benchmarking against national averages is possible.

A pilot of the survey was completed during January 2004, with five organisations providing tenants' details and 151 tenants surveyed. Results were grouped into three key areas - communication, speed and service. 'Service' was the best performing area, with an average of 84% respondents rating it positively. However, within this, individual housing associations could identify areas where their tenants' experiences vary from the average.

According to Rory MacNeill, the company's Director of public sector research, experience from previous tenant satisfaction research teaches that satisfaction with repairs services can have a significant impact on overall satisfaction with housing providers. 'A key benefit of the survey is the flexibility - on signing up each organisation can submit details of tenants who have had repairs recently on a monthly or less frequent basis'.

ORC's web site is at www.orc.co.uk

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.

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