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Blackwood reports “soaring” customer satisfaction levels

Record response to survey by 50% of customers.


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Housing and care provider Blackwood has reported that a “record tenant response” has produced results that show “soaring levels of customer satisfaction”.

Blackwood Chief Executive Fanchea Kelly, speaking at the organisation’s recent sports and activity themed AGM, said that she had never known better levels of engagement with customers in her many years in the sector.

More than 50% of Blackwood customers responded to the recent survey, which found that the Edinburgh headquartered organisation has made a number of significant improvements.

Highlights included the number of tenants who believe Blackwood provides value for money has increased by 8% in two years to 79%. In addition, those who rate the staff as helpful has improved to 89%.

In her speech to the event’s audience, which included more than 100 tenants, Blackwood Chief Executive Fanchea Kelly said:

“I was most pleased with the huge response rate from our tenants to let us know their priorities. More than 50% of our customers responded and that is one of the highest rates I’ve ever seen in a housing consultation.

“There is a strong upward trend in the number of tenants who think we deliver value for money. I was delighted to see the amount of tenants who rated our staff as helpful. And that 87% of our tenants now think we keep them well informed, an increase of 5% over the last two years.”

The Blackwood AGM was held at the National Sports Centre in Largs, North Ayrshire, and offered its customers the chance to try various sports and activities such as wheelchair basketball, dance and archery.

The Sports Centre – designed to be inclusive for users of all physical and sensory ability –also allowed Blackwood customers to sample various machines in the gym as well as watch and participate in displays.

Ms Kelly added:

“When we asked about quality of life, and what we could do to help, unsurprisingly, most people felt that being in good health was important and that relates very strongly to what we’re here for today.

“A wide range of options were suggested in what we could to do support customers and those will be very important in shaping Blackwood’s next stage of engagement.

“We are no ordinary landlord, we want to be able to provide services that will help customers live independently whilst feeling secure and comfortable at home.

“That might mean everything from keeping customers connected to good information on their health or care needs, on the internet, to making sure they can meet, be active and socialise with other tenants.”