MTHA Service Standards Survey

The information you provide by completing this questionnaire will be used in accordance with our Privacy policy, for more information visit www.mtha.org.uk

1. Do we answer the telephone in a friendly manner such as “Good Morning, Merthyr Housing” or “Merthyr Housing how may I help you”? *

2. Do we respond to your telephone message within 24 hours? *

3. Do we reply to your letters in 5 working days? *

4. Do we reply to emails in 2 working days? *

5. Do we respond to written request for you to do work to your property in 10 working days? *

6. Do we acknowledge your complaints within 2 working days? *

7. Do we provide you with a full response to your complaint in 10 working days? *

8. Do you feel valued as a tenant? *

9. Are our services convenient for you/your family? *

10. Are we easy to communicate with? *

11. Do we contact all tenants who have had a complaint made against them to discuss the issue? *

12. Did we write to the complainant to acknowledge their complaint and enclose a nuisance log form in 2 working days? *

13. Do we communicate with you sensitively about rent arrears? *

14. Are rent statements easy to understand? *

15. Are service charges letters easy to understand? *

16. Do you think service charges are good value? *

17. Do you have access to the internet? *

18. If yes how do you access the internet? (Tick all that apply)

19. What is the main reason you use the internet? (Tick all that apply)

20. Would you like to be able to see your Merthyr Housing rent account online as well as other items relevant to you eg. youth activities, tenant group meetings, tenant trips etc. *

21. Do you feel all Merthyr Housing tenants are treated fairly regardless of race, gender, age, ethnic, background, sexual orientation, or other differences?
if you wish to make a comment on your answer please do so below.

Comments:

MTHA Service Standards Survey

1. Do we answer the telephone in a friendly manner such as “Good Morning, Merthyr Housing” or “Merthyr Housing how may I help you”? *

2. Do we respond to your telephone message within 24 hours? *

3. Do we reply to your letters in 5 working days? *

4. Do we reply to emails in 2 working days? *

5. Do we respond to written request for you to do work to your property in 10 working days? *

6. Do we acknowledge your complaints within 2 working days? *

7. Do we provide you with a full response to your complaint in 10 working days? *

8. Do you feel valued as a tenant? *

9. Are our services convenient for you/your family? *

10. Are we easy to communicate with? *

11. Do we contact all tenants who have had a complaint made against them to discuss the issue? *

12. Did we write to the complainant to acknowledge their complaint and enclose a nuisance log form in 2 working days? *

13. Do we communicate with you sensitively about rent arrears? *

14. Are rent statements easy to understand? *

15. Are service charges letters easy to understand? *

16. Do you think service charges are good value? *

17. Do you have access to the internet? *

18. If yes how do you access the internet? (Tick all that apply)

19. What is the main reason you use the internet? (Tick all that apply)

20. Would you like to be able to see your Merthyr Housing rent account online as well as other items relevant to you eg. youth activities, tenant group meetings, tenant trips etc. *

21. Do you feel all Merthyr Housing tenants are treated fairly regardless of race, gender, age, ethnic, background, sexual orientation, or other differences?if you wish to make a comment on your answer please do so below.

21. Do you feel all Merthyr Housing tenants are treated fairly regardless of race, gender, age, ethnic, background, sexual orientation, or other differences?
if you wish to make a comment on your answer please do so below.