Customer Complaints Satisfaction Survey

1. Customer Complaints Satisfaction Survey

We are sorry that recently you felt unhappy with our services and raised a complaint via our formal complaints process. Whilst the outcome of your complaint may or may not have been the result you wished for we are still really keen to hear from you on the way we handled your formal complaint.

The information provided by you on this satisfaction survey will be used by ACHA to measure customer satisfaction with our complaint handling, and where applicable, to improve our services. ACHA wants to hear from you if you have a complaint or suggestion. We'd much rather that you told us why you aren't happy with our service and give us the opportunity to make things better. ACHA aims to deliver a high quality and caring service to our customers. Our Senior Management Team review all formal complaints received on a monthly basis to help ensure that we learn from your feedback and continue to improve services.

Please base your answers on the formal complaints process only – not the events leading up to you making the complaint or the outcome of the complaint.

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* 1. Surname and Initial (or your complaint reference number if you know it).

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* 2. First line of your address

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* 3. How did you access information about how to make a formal complaint to Argyll Community Housing Association? (Please Indicate Yes against all that apply, and give details against Other).

Telephone

Visit to office

Website

Other – please state

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* 4. How easy was it to make your complaint? (Please indicate Yes against all that apply).

Very easy

Fairly easy

Neither

Fairly difficult

Very difficult

Please provide details;

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* 5. How satisfied or dissatisfied were you with the information and advice provided by staff, in relation to the formal complaint? (Please Indicate Yes against your answer).

Very satisfied

Fairly satisfied

Neither

Fairly dissatisfied

Very dissatisfied

Please provide details;

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* 6. How satisfied or dissatisfied were you with the speed with which your complaint was dealt with? The Ombudsman states, stage 1 complaints are dealt with within 5 working days and stage 2 complaints within 20 working days. (Please indicate Yes against your answer).

Very satisfied

Fairly satisfied

Neither

Fairly dissatisfied

Very dissatisfied

Please provide details;

Question Title

* 7. Overall, how satisfied or dissatisfied are you with the way your formal complaint was handled by Argyll Community Housing Association? (Please indicate Yes against your answer).

Please note: this question relates to the WAY the complaint was handled, and not the outcome.

Very satisfied

Fairly satisfied

Neither

Fairly dissatisfied

Very dissatisfied

Please provide details;

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* 8. How comfortable would you be to make a formal complaint to Argyll Community Housing Association in the future, should the need arise? (Please indicate Yes against your answer).

Very willing

Fairly willing

Neither

Fairly reluctant

Very reluctant

Please provide details;

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* 9. Do you have any comments on how we could improve our formal complaints handling procedure?

Thank you for taking the time to complete this survey, if you are happy with your responses please submit.

Customer Complaints Satisfaction Survey

1. Customer Complaints Satisfaction Survey

Question Title

* 1. Surname and Initial (or your complaint reference number if you know it).

Question Title

* 2. First line of your address

Question Title

* 3. How did you access information about how to make a formal complaint to Argyll Community Housing Association? (Please Indicate Yes against all that apply, and give details against Other).

Question Title

* 4. How easy was it to make your complaint? (Please indicate Yes against all that apply).

Question Title

* 5. How satisfied or dissatisfied were you with the information and advice provided by staff, in relation to the formal complaint? (Please Indicate Yes against your answer).

Question Title

* 6. How satisfied or dissatisfied were you with the speed with which your complaint was dealt with? The Ombudsman states, stage 1 complaints are dealt with within 5 working days and stage 2 complaints within 20 working days. (Please indicate Yes against your answer).

Question Title

* 7. Overall, how satisfied or dissatisfied are you with the way your formal complaint was handled by Argyll Community Housing Association? (Please indicate Yes against your answer).Please note: this question relates to the WAY the complaint was handled, and not the outcome.

Question Title

* 8. How comfortable would you be to make a formal complaint to Argyll Community Housing Association in the future, should the need arise? (Please indicate Yes against your answer).

Question Title

* 9. Do you have any comments on how we could improve our formal complaints handling procedure?

* 7. Overall, how satisfied or dissatisfied are you with the way your formal complaint was handled by Argyll Community Housing Association? (Please indicate Yes against your answer).

Please note: this question relates to the WAY the complaint was handled, and not the outcome.