Factoring Owners Satisfaction Survey - Improving Communication with Owners

As we reported last week we have been implementing changes to constantly improve our service to factored owners. Satisfaction is high, but we want to continually improve.

Satisfaction Results

• Yorkhill staff can be contacted by various methods – 89% satisfied
• Yorkhill staff are helpful if I have a query – 85% satisfied
• Yorkhill staff have the skills and knowledge to respond effectively – 84% satisfied
• The amount of communication received from Yorkhill – 86.4% satisfied

What We’ve Heard, and What We’re Doing

Communication was the most frequently raised concern in our recent Owner Satisfaction Survey. We recognise that some owners have felt frustrated, uncertain, or unclear about how to get help, and we want to clearly explain the changes being made to improve communication, access and transparency.

Some owners told us they experienced:

• Delays receiving replies
• Difficulty knowing who to contact
• Limited updates on repairs
• Unreturned calls or emails

We have already introduced several improvements.

New Customer Experience Policy

Our new Customer Experience Policy commits all staff to:

• Clear and professional communication
• Plain English correspondence
• Timely acknowledgements
• Keeping customers informed throughout investigations and repairs
• Consistent service standards

New Telephone System

When calling Yorkhill Housing Association, you can now press 3 to be passed directly to the Factoring Team

This helps ensure your enquiry reaches the correct team quickly and reduces delays.

Customer Portal

Our online Customer Portal allows owners to:

View balances and invoices

• Report repairs
• Track repair progress
• Access account information at any time

Improving communication will remain a key priority throughout the year.