North Wales Housing

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Phone: 01492 572727 | 01248 370227

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Customer Satisfaction Questionnaire For New Tenants
We are always looking to improve the way we provide services and the best way of doing this is to seek your views. I would be grateful therefore if you could take the time to complete the online questionnaire, which should take no more than five minutes. As an incentive twice per year we will draw two completed questionnaires which will receive a prize voucher. Please read the instructions before answering each question carefully. All information that you give will be completely confidential. It will only be used to monitor North Wales Housing's performance.

First Name *

Surname *

Address *

Postcode *

Telephone Number *

Mobile Number *

Your e-mail address *

Tenancy start date *

THE LETTINGS PROCESS: You were happy with the process of applying for your new home?
Stongly Agree Agree Neither agree nor disagree Disagree Strongly disagree
INFORMATION: Were you able to understand... How to apply for housing?
Yes No
Were you able to understand... The way the banding system works?
Yes No
Were you able to understand... The information about how we had let recent vacancies?
Yes No
If you needed help to complete the Application did we provide it?
Yes No
If No... who provided it?
Council Adult social-care Friend Relative Other No-one
Do you agree that there is enough information provided about the properties i.e. their size, type, features, access to services?
Stongly Agree Agree Neither agree nor disagree Disagree Strongly disagree
Were you happy with the time it took to process your application?
Yes No
Please use this space for any other comments about the lettings process:

ASSISTED VIEWING PROCESS: Did the viewing of the property help you to make up your mind about the property?
Yes No
Was there any information that you were not given that would have helped make your decision during the assisted viewing?
Yes No
Please give details if you answered Yes above

SIGNING-UP FOR YOUR PROPERTY: At the sign-up we discussed the tenancy conditions. Were they explained clearly to you?
Yes No
Did you think the time taken up to sign the tenancy documents was?
Too long About right Too short
Did you find your new tenants welcome pack useful?
Yes No Didn't get one
Is there any additional information you would have liked to have had?

THE CONDITION OF YOUR NEW HOME: Were you happy with the overall condition of your new home when you moved in?
Stongly Agree Agree Neither agree nor disagree Disagree Strongly disagree
If you were unhappy please say why:

How would you rate... The general state of the property
Very good Good Poor Very Poor
How would you rate... The decoration of the property
Very good Good Poor Very Poor
How would you rate... The decoration pack if you were eligible for one
Very good Good Poor Very Poor
How would you rate... The quality of repairs carried out
Very good Good Poor Very Poor
How would you rate... General hygiene/cleanliness of the property
Very good Good Poor Very Poor
Do you think it is more important to have all the repairs carried out on a property before you moved in, or would you prefer to move in quickly and have the repairs carried out once you have moved in?
All repairs carried out before I move in Move in quickly and carry out the repairs once I have moved in
Would you have liked a list of all repairs that had been carried out on the property before you moved in?
Yes No
Was there any work that was not carried out on the property that you think should have been done before you moved in?
Yes No
Please give details if you answered Yes above

Have you had to report any repairs since you moved in?
Yes No
GENERAL: Have you contacted us since moving in?
Yes No
Did you contact us by Phone? If so, how did you find the process?
Easy Hard N/A
Did you contact us In Person? If so, how did you find the process?
Easy Hard N/A
Did you contact us Electronically? If so, how did you find the process?
Easy Hard N/A
Our tenants' opinions are important to us, and to help us improve, would you like to take part in any form of resident involvement?
Yes No
If there is anything else you would like to say about the process of moving in or since you began living in your home please let us know.

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