Level Up Your Housing Maintenance By Asking The Right Questions

In our previous article, we discuss how you can create engagement at various touch points throughout your tenants journey. Today, we're discussing the importance of timely and quality repairs cannot be overstated.

As a housing manager, you understand the challenges that arise when tenants face disruptions due to maintenance work. It's a delicate balance to maintain, especially with regulatory bodies closely monitoring the allocation of subcontractors for repairs and maintenance. But, you have a secret weapon: Your surveys.

By actively leveraging tenant feedback during maintenance or repair work, you gain invaluable insights. This feedback is not just a measure of the contractor's performance; it's a direct reflection of your commitment to your tenants' well-being.

Setting up a survey to gauge the quality and value of the work executed is simple when you factor in RSH Procurement policy requirements.

1. Is the work value for money,
2. Does the work demonstrate propriety and good practice and
3. Does the work comply with legal requirements?

Personalisation is key. Tailor your questionnaires to link each case directly to the tenant. This approach not only streamlines the assessment of specific cases but also simplifies the survey process for tenants, encouraging their participation and honest feedback.

Here are 8 tenant satisfaction questions you should be asking after a repair or maintenance

1. How helpful was the person helping with 0 being unhelpful and 10 being very helpful.
   This question establishes ease and friendliness of the team member assisting the tenant.
2. How easy was it to secure an appointment with the contractor from 0 - 10, with 0 being very difficult, and 10 being very easy.
   This question indicates ease of working with the contractor.
3. How easy was it to get an appointment with the contractor from 0-10 with 0 being not at all easy, and 10 being very easy.
   Once again, this question indicates ease. Repeat No’s here could indicate a red flag for poor performance or overbooking on the contractor's side.
4. How courteous was the contractor to you / your family from 0 - 10. With 0 being discourteous and 10 being very courteous.
   This question helps determine prejudice and safety for your tenants.
5. How knowledgeable was the contractor on the nature of the work they completed from 0 - 10? With 0 being not at all knowledgeable and 10 being exceedingly knowledgeable.
   This question determines the skill and qualification to complete the work.
6. Did the contractor leave the home in neat condition? How neatly did the contractor leave your home after the repair from 0 - 10? With 0 being very messy and 10 being very neat.
7. How efficient was the work in terms of timing and duration? How efficiently was the repair carried out from 0 - 10? With 0 being very time-consuming and 10 being very fast?
8. Please rate your repair experience from 0 - 10. With 0 being very poor and 10 being excellent.
   
   Verbatim: Is there anything you would like us to know about your repair/maintenance? Please tell us below. 
   Note: To gain deeper insight into why your tenant has allocated a certain score, you should include a verbatim question following each major question.

By using or including these questions in your tenant satisfaction surveys, you’re able to make informed decisions, enhance tenant relations, and uphold the highest standards of maintenance and repair work.

Still need a little help? Speak to our professional team. Our expertise in Social Housing omnichannel survey distribution, coupled with AI-powered sentiment analysis, elevates the standard of your tenant feedback process. Eyerys not only gathers insights but also triggers automatic escalations, ensuring that any critical issues are promptly addressed. This proactive approach is vital in maintaining high standards of tenant care and satisfaction.

Take the first step towards revolutionising your tenant feedback process. Partner with Smoke^CI today and set a new benchmark in social housing management.