Wealden – Getting customer service right

In a recent survey of Wealden’s Housing Options service, 94% of customers reported receiving “excellent” or “good” service from Council staff.

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The survey analysed different aspects of staff performance, including clarity of understanding of the housing problem, clarity of the advice given and clarity of any written correspondence. Of the respondents, 89% said staff understanding was “good” or “excellent”, 94% said the clarity of advice was “good” or “excellent” and 83% said the written response was “good” or “excellent”.

“It is important that we regularly monitor how our staff is performing and I am pleased to see that when it comes to customer service, our housing staff are getting it right,” said Councillor Ray Cade, Cabinet member for Housing and Benefits. “I was particularly impressed with some of the comments made by customers who took part in the survey:

‘Absolutely brilliant – professional, compassionate about helping people. Couldn’t ask for a better housing officer’, said one.

Another said: ‘I didn’t think I was going to get anywhere or help from anyone but then I met the housing officer. She is the most lovely woman of all to help me, and my children.  I’m grateful for all she’s doing to help me. Thank-you.’

“Reading such comments make me very proud of the work the Council is doing,” added Councillor Cade. “I would like to congratulate Wealden’s Housing Options’ staff on their splendid commitment and care.” 

Wealden’s Housing Options team provides a range of services to members of public seeking advice about renting in the private sector, looking to buy either through shared ownership or the Help to Buy scheme. Or renting an affordable property from Wealden District Council or a local housing association. The team also assist people who are threatened with homelessness or who have been made homeless.

The customer survey covered a range of different ways people had made contact with the Housing Options service, including telephone, email letter and face-to-face interview.

If you would like advice about housing, whether you are a tenant or a landlord, you can contact Wealden’s Housing Options through My Wealden, https://my.wealden.gov.uk or telephone 01323 443380