A1 Housing Bassetlaw ALMO Inspection
Rating: Good service | Promising prospects for improvement
A1 has implemented a comprehensive programme of ongoing quantitative and qualitative research into customer views of services received. The programme aims to turn information from a full range of sources - including satisfaction surveys, customer complaints, mystery shopping and customer involvement - into intelligence, with a systematic process for then reporting and acting upon it. A detailed report is provided to the arms length management association's (ALMO) managers, board and shared with customers and staff, focussing everyone's attention on gaining a clearer understanding of the issues which matter to customers. The process is continuous with each piece of information helping to refine this understanding over time. A1 is in the early stages of implementation, but has demonstrated an effective response to initial data collected, to respond to its customers' views.