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Golden Lane Housing’s service quality study

28/02/2014

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Over 250 customers kindly responded to our survey of what customers expect of an excellent service and offered their perceptions of Golden Lane Housing’s (GLH) current service.

“In July last year we asked tenants, families and professionals to take part in research regarding views on service quality” John Verge, regional business manager, south. “The research and results provide an opportunity to assess what are the important quality elements for services for people with a learning disability and help us assess our own service quality.”

There are clear findings that people with a learning disability want a landlord that makes them feel safe and secure and ensures sympathetic, reassuring and respectful communication. Expectation results for family members were high and this is understandable that they want the best services for their loved ones. They want a landlord that offers the right level of facilities and delivers a trustworthy, dependable service. For professionals, they expect an excellent landlord to listen to tenants and communicate in a polite and clear way, and provide a safe and confidential service.

The results provide clear evidence that overall GLH is very close to meeting the expectations of a quality service for our tenants. Nevertheless, there are a number of important areas that requires improvement. We recognise that we want to provide further training to our staff to improve service further and ensure a promised service. It is also highlighted that we should deal more effectively with complaints.

GLH is currently progressing clear service standards and where service failings occur it is important that complaints are adequately addressed. The findings also provide clear evidence that GLH must seek further funding from external sources to finance special adaptations for our tenants.

“The findings from this project provide new insight into what is important for services for people with a learning disability and we hope will help other providers assess their service quality,” Alastair Graham, director.

Download our Service Quality Report.