The Adults and Housing department is committed to improving the services it provides to customers and we work hard to get things right. However, we know that we do sometimes get it wrong and that there’s often room for improvement. By asking customers what they think about the service they receive, we can identify where things could be improved and take the necessary steps to make things work a little better.

Please do fill in survey forms and questionnaires if you are sent them, or write to us if you have ideas about how our services could be improved.

Day to day repairs

We carry out regular customer satisfaction surveys for our repairs service. Personal visits are made to check a random sample of jobs that have been completed and we also randomly survey 10% of people who have had work completed at their property by post.

A computer chooses the customers that are to be surveyed and we ask customers to give details of their age, ethnic origin, gender and disabilities to ensure that we continue to provide a quality service for every tenant.

Housing Management

We use a variety of methods to assess customer satisfaction about the way we manage tenancies and run Leicester’s estates, including questionnaires and mystery customer surveys. We’ve also been surveying every new tenant, and the results have been very encouraging.

We now have a Tenants’ Inspectorate - teams of tenants who are appointed to carry out quality audits every three months. They look at the estates and the reception areas in the local housing offices, and check whether empty properties really are in a fit condition to let to new tenants. They also help us carry out mystery customer surveys at our housing offices, either by visiting in person or phoning up with enquiries.