Hello, can I please speak to xxx?
My name is xxx calling from Viewpoint on behalf of Norwich City Council Housing Services.
I'm calling today as I would like to ask you a few quick questions about the services you receive from the housing services.
Anything you tell me will be used for their annual Tenant Satisfaction Measures and to help improve the services they provide to you.
The questions will take around 5 minutes. Is now a convenient time?
Thank you. This interview will be carried out in accordance with the Market Research Society’s Code of Conduct and we record calls for training purposes, is that alright with you?
Thank you.
1.Taking everything into account, how satisfied or dissatisfied are you with the service provided by NCC Housing Services?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
2. Please can you explain why you are dissatisfied?
3. Has NCC Housing Services carried out a repair to your home in the last 12 months?
- Yes
- No
4. If Yes, how satisfied or dissatisfied are you with the overall repairs service from NCC Housing Services over the last 12 months?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not applicable / don't know
5. If Yes, 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
6. How satisfied or dissatisfied are you that NCC Housing Services provides a home that is well maintained?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
7. Please can you explain why you are dissatisfied?
8. Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that NCC 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
9. How satisfied or dissatisfied are you that NCC 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
10. How satisfied or dissatisfied are you that NCC 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
11. To what extent do you agree or disagree with the following “NCC Housing Services treats me fairly and with respect”?
- Strongly agree
- Agree
- Neither agree nor disagree
- Disagree
- Strongly disagre
- Not applicable / don't know
12. Have you made a complaint to NCC Housing Services in the last 12 months?
- Yes
- No
`13. How satisfied or dissatisfied are you with NCC Housing Services' approach to complaints handling?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
14. Do you live in a building with communal areas, either inside or outside, that NCC Housing Services is responsible for maintaining?
- Yes
- No
- Don't know
15. How satisfied or dissatisfied are you that NCC Housing Services keeps these communal areas clean and well maintained?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
16. How satisfied or dissatisfied are you that NCC 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
17. Please can you explain why you are dissatisfied?
18.How satisfied or dissatisfied are you with NCC Housing Services’ approach to handling anti-social behaviour?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
- Not applicable / don't know
19. Would you be interested in signing up to the council’s TalkBack Panel? It’s an easy and informal way of influencing your housing services by sharing your views with Norwich City Council on a variety of topics.
- Yes
- No
20. What is you preferred method of contact?
- SMS
21. Please provide an up-to-date email address or mobile number
Thank you very much for answering my questions. This information will be extremely useful for Norwich City Council Housing Services.
Goodbye
