News 7
Wheatley Group approves new
We’re listening to you
Survey results will help us improve
OUR latest survey shows many of our customers are happier with our services. But we know not everyone is happy with our services, so the results will help us identify where we need to get better. And we’re already looking at ways
we can improve in the areas you have highlighted. YourPlace provides property management services to homeowners in GHA communities, Cube communities and developments or blocks which have no link to either Cube or GHA. Factoring Services Director Alison McDiarmid said: “The survey gives us important feedback on what we need to do better in order to deliver a first- class service to our customers. “Our focus groups will give us greater insight into what customers want and help us improve our services.” Almost 800 customers took part in the
survey, carried out by BMG in Autumn 2015. Questions covered topics including repairs, communications and optional services. Our survey looked at results across the
three customer groups. Here are the key results. GHA
Satisfaction with our factoring service has increased to 70%, the highest recorded satisfaction level to date. This includes 21% who are very satisfied. Cube
Satisfaction with the factoring service has fallen to 45%. The feedback from the survey was really useful and we are
already looking at what we can do to increase this level of satisfaction. New developments
This includes customers in the
Commonwealth Village at Dalmarnock and individual blocks where homeowners have switched to YourPlace for their factoring services. 75% of customers in this group are satisfied with our factoring service. What can we do better? You said you’d like us to keep you better
informed of the progress of your enquiry or any delays to your repair. We’re already looking at the best way to do this. You’ve also highlighted the importance of better maintenance of back courts and open spaces. We’ve asked our research company BMG to follow up the survey with a series of focus groups to drill down further and help us better understand how we can continue to improve.
One of our satisfied customers is Phyllis Pasquale (pictured above) who lives in the south side of Glasgow and is part of the Auldhouse Residents’ Association.
She said: “The staff at YourPlace are
great – our factoring agent provides that personal touch and regularly attends our residents’ meetings. While there is still some room for improvement, especially around more information on repairs and billing, on the whole I’m really pleased with the service I receive from YourPlace.”
repairs plan WHEATLEY Group, YourPlace’s parent company, is set to deliver its repairs and maintenance service through a new joint venture with Glasgow City Council – by becoming a joint owner and partner in City Building Glasgow. The joint venture will deliver
a repairs service for Wheatley, as well as GHA’s annual capital investment programme and the City Council’s own repairs. It will also secure thousands of jobs and apprenticeships for years to come. Gordon Sloan, Chair of GHA and a director of Wheatley Group, said: “Our number- one priority is to make sure our tenants and factored homeowners continue to receive in the years ahead an outstanding repairs service and
REPAIRS: City Building will deliver repair service
the new joint venture gives us the best opportunity to do that.” Last year, Wheatley Group commissioned an independent review which looked at the best way to deliver the repairs service. Wheatley Group Chair Alastair MacNish said: “The independent review concluded that a joint venture was the best way to provide a truly top-class service to our customers and communities. We are totally committed to improving an excellent repairs service, whilst gaining maximum value for money.
“In the months ahead, we will work through the detail of how the joint venture will work, aiming to have everything in place in 2017.”
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