Customer feedback

Feedback from customers tells us that 73% of customers are happy with their current home and neighbourhood, but your perceptions of Swan are less positive. You have told us that we need to get better at keeping our promises to you, and we need to improve how we respond when you tell us about an issue or complaint.

For this reason, we are focused on improving our customer experience of the complaints handling process, the repair process and keeping our promises to you e.g. getting back to you when you contact us and resolving your issue.

These three important projects are being managed by Robyn Cornelius, our Head of Service Improvement, who is working alongside customers and colleagues to ensure you see real changes this year. If you would like to get involved in these projects or any improvement projects, please contact our Customer Involvement team.

How do we listen to you?

Swan satisfaction – between December 2021 and March 2022 we sent out 1,929 surveys to customers, with 227 responses. Overall satisfaction was 43.3%.

Feedback from Swan satisfaction survey:

“Swan are approachable and very quick to resolve any issues that I might have.”

“Because every time I call for repairs or a query or anything, I get told I'll get phoned back and never do, you’re useless.”

“Always very helpful and good service when needed.”

Responsive repairs – between January 2022 and March 2022 we sent out 1,197 surveys to customers, with 139 responses. Overall satisfaction was 59.3%.

Feedback from responsive repairs:

“The workman was polite and tidy and worked efficiently.”

“Very pleased with everything.”

“Nobody turned up.”

“Work wasn't done as he couldn't do it.”

Customer relations/complaints – between December 2021 and January 2022, we sent out 178 surveys to customers, with 43 responses. Satisfaction with handling was 27.8% and satisfaction with outcome was 32.4%.