In our contract with Thames Valley Housing Association, our self-monitoring systems showed 100% compliance with specification and hence a green "traffic light".
In contrast to this, the customer satisfaction KPI was low. Analysis of the Service Improvment Database showed an unacceptably high level of complaints from residents regarding long grass, overgrown hedges and excessive weed growth in hard surface areas. The problem was escalated to the Partnership Board due to the volume of complaints received and joint site visits were arranged to discuss the issues with tenants.
The conclusion was that Quadron was performing the work to specification, however the specification itself did not suit the requirements of residents on certain sites.
Two positive service enhancing outcomes ensued: firstly, sites were able to choose between levels of specification and therefore cost with Quadron's service delivery amended accordingly, and secondly, it was decided to train residents in the standards required to enable them to monitor their own service in addition to Quadron's monitoring. This has led to a much better understanding and to a lower level of complaints.