Achievements

• £63m spent on investment work
• Over 5,800 homes modernised
• Over 4,900 kitchens fitted
• Over 2,200 bathrooms fitted
• Over 4,500 boilers fitted
• 95% customer satisfaction

To date Erimus Housing has modernised over 5,800 homes and we value feedback from tenants that have been involved with this work. Once work is completed each tenant is asked to complete a satisfaction survey. This helps us to identify areas that are working well and also if we can improve the service we offer. Currently customer satisfaction levels are at 95%. Here are some comments from tenants who have received modernisation work to their properties:

"We found the whole work force very considerate and polite. Can't fault them. A great big thank you to all."

"Found everyone who came into my house very nice to get on with, well recommended for future work. Thank you."

"I am really pleased with both kitchen and bathroom I didn't expect so much to be done, thank you."

"Workmen very courteous and did an excellent job."

"An excellent, quick, friendly service, staff proffessional and friendly."

"Everything went according to plan very pleased with kitchen & bathroom, shower really good."

"Big difference now that windows are in. I'm satisfied with everything being done."

"I'm very satisfied with everything that has been done to my house and thought everyone involved was absolutley great. The house looks lovely."

"Really happy with everything. Everything I asked they did it for me. All lads did a good job."

"100% improved, nice windows, bathroom & kitchen spot on."

"They have done a very good job pleased with everything. Great bunch of lads. "

"Lovely lads, very very good and polite everyone was really helpful and there was no mess."

"I am very satisfied with everything that has been done, it is a real improvement to the flat, also the team was excellent."

"Lads cleaned up very well after themselves, very quick response to any queries."

"Overall absolutely pleased with the improvements, very satisfied, appreciate all the choice."

 

October 07/December 07 Customer Satisfaction Scores
(scores out of 10)

Number of surveys received	379
SATISFACTION RATING
No of forms returned where tenants scores are 7 or higher (i.e.satisfied)	378
Percentage of satisfied tenants	99.9%
YOUR OVERALL OPINIONS
Q1 Now that the work is finished how satisfied are you?	9.4
Q2 Do you feel safer in your home since the modernisation work has been done?	9.7
YOUR OPINION ON THE PRODUCT
Q3 How satisfied were you with the quality of materials used?	9.6
Q4 How satisfied were you with the choice (styles, colours) offered?	9.6
Q5 How satisfied were you with the consultation and information you received before the work started?	9.6
PERFORMANCE OF THE CONTRACTOR
Q6 How satisfied are you with the quality of the workmanship?	9.5
Q7 Were you satisfied that the workmen were helpful and polite?	9.7
Q8 How satisfied were you with the length of time it took to modernise your home?	9.3
CUSTOMER CARE
Q9 How satisfied were you with the workmen protecting your belongings?	9.6
Q10 How satisfied were you with the contractor's customer care and regular updates on the work?	9.6
AVERAGE:	9.6
OVERALL AVERAGE TO DATE:	9.5