Riverside is dedicated to improving the services we deliver
to our customers.
To ensure we are continually striving for
improvement, we check trends in our performance in key areas chosen
by tenants, as well as how we are doing against the targets set by
our own organisation.
Below are some of our key performance
indicators from the financial year 2009-10:
- The Group met its target of 81% overall
satisfaction with service, with divisions scoring as high as
88%
- Riverside Carlisle achieved 85% satisfaction
with its repair service, exceeding the target of 79%
- Riverside Pennine and our Home Ownership
division both achieved 100% in completing aids and adaptations, and
ensuring all homes have a gas safety certificate
At least every three years we carry out
a comprehensive survey of our tenants and residents, asking them
what they think of our services and what needs improving. We call
this the Status survey. This information is essential to us in
finding out how we are doing and what we need to do to improve our
services. In fact, tenant opinions are so important, we have now
decided to run the survey every year. Here are some of
the headlines from the most recent survey.
In order to meet our corporate objective of delivering excellent
housing services, we have a clear focus on ten areas which we feel
contribute most to meet our goal of improving customer
satisfaction. Everyone in Riverside is able to play their part in
achieving success in these areas.