Housing Needs Customer Satisfaction Survey

We asked for your views on the way you use and interact with the service. In particular we wanted to know whether you found each of the avenues of communication (in-person, telephone, letters and assessments and online) accessible and user-friendly. Furthermore, we wanted to get an understanding of any issues around internet access and the digital skills of our temporary accommodation residents.

We received extensive feedback on the aspects of our service that were working well but also on the gaps and areas that could be improved. The following points represent key feedback that we have gathered from the survey:

• 23 per cent of respondents said that they had not accessed the Housing section of the Council’s website. Of those that had, 37 per cent found that they were unable to fully resolve their query online.
• The most popular method of contacting the Housing Service remains the telephone, this is the preferred method for 46 per cent of respondents. However, customer satisfaction for the telephone service has reduced compared to 2023.
• The most popular reason for contacting the service was due to unsuitable temporary accommodation. This was the reason for 40 per cent of contacts, up from 30 per cent in 2023.

• We have made significant changes to the Housing pages of the RBKC website. This has included inviting external organisations to review the current architecture as well as internal working groups. The outcome of this work includes a more efficient and intuitive structure and more informative and relevant content.
• We have made changes to our triage system to improve the efficiency of our telephone service. This includes increasing the resource to ensure more effective front-end service and better ascertain the nature of the call, and record as much information as possible around this first contact. For example, this could involve booking appointments with Housing Solution Officer's, signposting to other services, referrals and information sharing.
• A project is well underway to contact long-term temporary accommodation residents and provide support in any way that we can. This could be signposting to other services or updating bidding details to ensure they are up to date and reflective of each resident’s current situation.