Help Improve Our Services with Project Weave

WE are currently undertaking Project Weave, a review of our frontline services so we can:

• Make improvements to services based on what our customers tell us they want
• Improve performance and efficiency
• Provide better value for money

The review also means we can assess the progress made through our action plan following our two star Audit Commission inspection last year.

Customers' views are vital and we have devised a survey to help us understand your needs and wishes as a customer. We would be pleased if you would take part by answering the following questions and submitting your answers by clicking on the submit button below.

(Please answer every question; failure to do this will reset the form when 'submit' is clicked.)

How important is it to you that we complete your repair correctly in one visit?


Not at all important Quite Important Very Important


How important is it that we keep you informed about your reported repair?


Not at all important Quite Important Very Important


How important is it that your repair is carried out by your landlord's in-house repairs team?


Not at all important Quite Important Very Important


How important is it to you that we offer flexible appointments?


Not at all important Quite Important Very Important


What three things matter most when you make a complaint?

Being listened to
Dealt with to satisfaction
Dealt with quickly
Somebody takes ownership
Understand the process
We keep in touch about your complaint
Trust and confidence
Staff trained to deal with issue
Understand why it can't be resolved, where this is the case

What have you felt like complaining about but didn't?




What stopped you from complaining to us?




What could we have done that would have encouraged you to make the complaint?




Which of these issues would be most important to you when looking for a home? (Choose as many as you wish)


Position on choice based lettings/waiting list
Timescales from registering application to being allocated a property
Timescale from offer to moving in
Standard of property and facilities
Amenities in area
Cost of living in property

Is there anything else you would like to add to this list?




What is your view of the 'Ways to Pay Campaign'?


Waste of Time Don't know/Not heard of it Good idea


Would you prefer to pay rent over a 52 week period or have three rent free weeks (this means you would pay more each week to make up those rent free weeks)?


52 weeks 49 weeks


If your home has been modernised, what concerned you the most before the modernisation?




What were the best things about the modernisation work?




If you have had your home modernised, what were the negative things about this experience?




How would you prefer to contact us?


Phone Office Visit Text Email Online/Website Home Visit Other


Are you satisfied with our current opening hours?


Yes No


Are you happy that we have one freephone number which you can use for all enquiries?


Yes No


If the person who answers your call could answer your query there and then, would you be happy to wait longer for your calls to be answered?


Yes No


How long is a reasonable time to wait for a call to be answered?


Up to 30 seconds 30 - 60 seconds 1 - 2 minutes 2 - 3 minutes Doesn't matter as long as my query is resolved


How easy is it to speak to the right person about anti-social behaviour?


Never easy Not usually easy Unsure/No experience Usually easy Always easy


What three things matter most to you when you report anti-social behaviour?


The service is tailored to you
Kept informed
For it to stop
Dealt with quickly
To speak to the same person
Confidentiality

How satisfied are you with the way your area looks?


Very unsatisfied Fairly unsatisfied Neither satisfied or unsatisfied Fairly satisfied Very satisfied


Do you like where you live?


Not at all It's OK Love it


Are you a Tees Valley Housing or Erimus Housing tenant?


Tees Valley Erimus


Please add any further comments/suggestions in the box below







Your views are important to us so thank you for taking the time to fill out the survey.