Results and Our Commitments

Customer insight helps shape our service delivery

Based on feedback from our leasehold customers who live on our retirement schemes, we carried out a survey to gather insight on the current grounds maintenance service.

We’d like to thank the 447 customers who completed the survey, which represents a 30 percent response rate. In January, colleagues from the Homeownership, Estate Services, Procurement and Customer Engagement teams met with 13 members of various Residents’ Associations and presented the survey results and discussed residents’ views so they could help shape the next steps of improving service delivery.

Many customers were happy with the detailed specification and the Section 20 and Procurement exercise. However, they felt that the current contractor is failing to meet the basic requirements of the contract. We’ve made a commitment to increase accountability and supervision of the contract to ensure the basic requirements of the contract are met.

Our commitments

• Improve grass cutting by ensuring first and last cut of the growing period is a cut-and-collect service.
• Maintain shrubs, and hedges in line with the specification.
• Prioritise debris and leaf collection at the beginning of the site visit.
• Increase supervision and accountability.

Response rate:

Results

Question 1.

How satisfied are you with the current grounds maintenance service?

Results:

• 4 percent of customers who responded are satisfied or very satisfied with the grounds maintenance service.
• 87 percent of customers who responded are dissatisfied or very dissatisfied with the grounds maintenance service.
• 4 percent of customers didn’t answer this question.

Question 2.

What specific aspects of the current service do you find most satisfactory?

• The table shows the number of times the option was selected.
• Customers could select all aspects that apply.

Question 3.

What specific aspects of the current service do you find most unsatisfactory?

• The table shows the number of times the option was selected.
• Customers could select all aspects that apply.
• A total of 21 customers chose not to respond to this question.

Section 2: Enhanced service preferences

Question 4.

If we were to offer an enhanced service with the current contractor for an additional charge, which of the following would you most like to see?

• The table shows the number of times the option was selected.
• Customers could select all aspects that apply.
• A total of 162 respondents chose not to respond to this question.

Customers had the option to leave an “Other” enhancement.

Below is a breakdown of the most common themes mentioned in the "Other" responses:

Question 5.

How much more would you be willing to pay per month for an enhanced service?

• The table shows the number of times the option was selected.

When asked if there was another amount customers would pay for an enhanced service:

• Two customers opted for £20.
• Two customers want to pay what they did previously.
• Four customers suggested a refund or reduction should be issued.
• Two customers were willing to pay more but didn’t say how much.

Section 3: Specific suggestions

Question 6.

Are there any areas or specific improvements that you feel are currently being overlooked?

Question 7.

Do you have any other comments or suggestions about the grounds maintenance service?