Tenant satisfaction measures
Interviewer Script
Good {timeofday} I'm calling to speak to {fullname} or perhaps you could help me.
My name is {interviewer}.
I'm calling on behalf of Redbridge Council Housing Services to get your feedback on what it's like to live in your
home and neighbourhood, if that's OK? It will only take a couple of minutes.
Once you have agreement to interview say "Just to let you know that this call will be recorded for monitoring and training purposes. Your answers will also be linked to your personal data and used to improve services. Is that okay?"
If the customer has any queries about the survey they can call Kerry Clare, Resident Engagement Manager at the London Borough of Redbridge.
Confirm Call Recording
Question 1
Interviewer - please confirm that the respondent is happy for this call to be recorded for monitoring and training purposes and for their answers to be linked to their personal data for analysis purposes.
Yes - resident is happy for call to be recorded and answers linked to their personal details
Confirm Name
Question 2
Can I confirm I am speaking to
Open verbatim
Overall Satisfaction
Question 3
Taking everything into account, how satisfied or dissatisfied are you with the service provided by Redbridge Council Housing Services?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
Go to Question 5 if Question 3 is not in 'Fairly dissatisfied' , 'Very dissatisfied'
Question 4
Why are you [Response to Question 3] with the overall service?
Open verbatim
Repairs and maintenance
Go to Question 8 if tenure is 'Leaseholder'
Question 5
Has Redbridge Council Housing Services carried out a repair to your home in the last 12 months?
- Yes
- No
Go to Question 8 if Question 5 is not 'Yes'
Question 6
How satisfied or dissatisfied are you with the overall repairs service from Redbridge Council Housing Services over the last 12 months?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
Question 7
How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
Homes
Question 8
How satisfied or dissatisfied are you that Redbridge Council Housing Services provides a home that is well maintained?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
Question 9
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Redbridge Council Housing Services provides a home that is safe?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not applicable / don't know
Go to Question 11 if Question 9 is not in 'Fairly dissatisfied' , 'Very dissatisfied'
Question 10
Why are you not satisfied that Redbridge Council Housing Services provides a home that is safe?
Open verbatim
Communal areas
Question 11
Do you live in a building with communal areas, either inside or outside, that Redbridge Council Housing Services is responsible for maintaining?
- Yes
- No
- Don't know
Go to Question 13 if Question 11 is not Yes
Question 12
How satisfied or dissatisfied are you that Redbridge Council Housing Services keeps these communal areas clean and well maintained?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
Neighbourhoods
Question 13
How satisfied or dissatisfied are you that Redbridge Council Housing Services makes a positive contribution to your neighbourhood?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not applicable / don't know
Question 14
How satisfied or dissatisfied are you with Redbridge Council Housing Services’s approach to handling anti-social behaviour?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not applicable / don't know
Communication
Question 15
How satisfied or dissatisfied are you that Redbridge Council Housing Services listens to your views and acts upon them?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not applicable / don't know
Question 16
How satisfied or dissatisfied are you that Redbridge Council Housing Services keeps you informed about things that matter to you?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not applicable / don't know
Question 17
To what extent do you agree or disagree with the following "Redbridge Council Housing Services treats me fairly and with respect"?
- Strongly agree
- Agree
- Neither agree nor disagree
- Disagree
- Strongly disagree
- Not applicable / don't know
Complaints
Question 18
Have you made a complaint to Redbridge Council Housing Services in the last 12 months?
- Yes
- No
Go to Question 20 if Question 18 is No
Question 19
How satisfied or dissatisfied are you with London Borough of Redbridge Council Housing Services’s approach to complaints handling?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
Additional feedback
Question 20
Is there anything else you'd like to say about the service you receive from Redbridge Council Housing Services?
Open verbatim
Background Information
Go to Question 23 if Question 2 is no
Go to Question 22 if party1_dob answered
Question 21
Can I ask your date of birth please?
Open verbatim
Go to Question 23 if party1_ethnicity is not 'Unspecified'
Question 22
And what's your ethnicity?
- White British
- White English
- White Welsh
- White Irish
- White Other
- Asian Bangladeshi
- Asian Indian
- Asian Pakistani
- Asian Other
- Chinese
- Chinese Other
- Black British
- Black African
- Black Caribbean
- Black Other
- Mixed White & Asian
- Mixed White & Black African
- Mixed White & Black Caribbean
- Other
Question 23
Thank you very much for your time. Redbridge Council Housing Services may want to follow up on some of the feedback you have provided today. Would you be happy for them to contact you again about the comments you have provided today?
- Yes - happy to be contacted
- No - do not want to be recontacted
