Customer Satisfaction Surveys

Tender description

DPHA are committed to creating open and accessible services. The Housing (Scotland) Act 2001 includes provisions giving rights to tenants in relation to tenant participation and consultation. In addition we would like to know if we are accomplishing the standards and outcomes that all social landlords should aim to achieve when performing housing activities as set out in the Scottish Social Housing Charter. Lot 1: DPHA are committed to creating open and accessible services. We currently have 670 tenants and require quartlery satisfaction returns on the key outcomes as set out in the Scottish Social Housing Charter for 10% of our tenants each quarter (for the 3 years of duration of contract). In addition the Housing (Scotland) Act 2001 includes provisions giving rights to tenants in relation to tenant participation and consultation and we may require ad-hoc consultation and require an indicative cost of any additional surveys based on our tenant profile (670 currently). We also require quarterly survey's for our customers who use our Out of School care services (approx 50 customers) and seek their feeback on the services they receive. This would be on the same basis of 10% per quarter. This would a total of approximately 72 surveys per quarter when added to the tenancy surveys. The Factoring customer survey (158 customers) is due once in the 3 year contract, this is scheduled to be complete in Y2 of the contract.