Lambeth Housing Management Monthly telephone surveys 2016/17

Tender description

Lambeth Housing Management is seeking consultancy to deliver an on-going programme of regularised telephone survey work, beginning on 1 April 2016 for up to 24 months. The research comprises four surveys, each of which helps us to understand our residents’ levels of satisfaction. The Estate Services and Responsive Repairs surveys are key to managing the performance of our contractors, as survey results contribute to the determination of the contractors’ performance pay. These surveys require approximately 650 interviews to be completed each month, with monthly reporting. The New Tenant satisfaction and Anti-social Behaviour (ASB) surveys provide information about services delivered directly by the council, and contributes to the performance management of teams and individuals within the business. These surveys call for at least 50 interviews to be completed each month, with quarterly reporting. Our maximum budget for this work is £100k for a 12-24 month period.