Cestria Community Housing tenants welcome the arrival of GovMetric

Owning and managing a stock of 4,300 properties, Cestria Community Housing is a customer-focussed housing association in the North East of England. Having recently launched GovMetric, Cestria's tenants are now able to provide instant feedback, whether they contact the association in person, by phone or visit the website.  It is proving to be a big hit!
Why not read their own views below....

New system introduced to gain customer feedback
Press Release - 27 April 2010

A new system to report how pleased tenants are with their housing service was launched this morning by Cestria Community Housing.

Tenants will now find it much easier to tell the Chester-le-Street based landlord how satisfied they are with the services provided thanks to a new reporting system called 'GovMetric'.

The system gives tenants a quick and easy way of leaving feedback whenever they contact the association on the telephone, on their website or in person.  The system is easy to use and all that is required is for tenants to pick a 'face' that best matches how they feel about the service they received, be it happy, average or unhappy.

Cestria Community Housing tenants Valerie Dooney and Esther Fletcher try out the new system

A touch screen booth is available in the reception at Cestria Community Housing's One Stop Shop.  The system is also available along the bottom of every page of the website and tenants who call any part of Cestria Community Housing's service now have the option of giving feedback at the end of their call.

Lisa Coverdale, Customer Relationship Manager at Cestria Community Housing said: "We value customer feedback and it is important to understand what our residents think about the service we deliver. 

"All feedback will be regularly reviewed by staff to improve the services they deliver.  The new system is so easy to use, we hope that it will encourage more people than ever before to give us regular feedback - even those who don't usually take part in surveys."

Cestria Community Housing tenant Esther Fletcher of Graham Court in Sacriston said: "I think it is a great system as it allows you to give quick and honest feedback about the service you have just received.  Sometimes when you are asked to give feedback about a particular service it is usually a week or two afterwards but with this system, it is instant."

The company will publish the results from GovMetric in their quarterly newsletter, The Courier and on their website along with details of how it has improved services as a result. 

About GovMetric:

GovMetric provides a simple, visual interface that engages customers to leave feedback quickly and easily.  Through the intuitive reporting, service providers can easily identify what action should be taken and where to improve their customers' experiences - across all services and access channels.
For more information visit: www.govmetric.com

About Cestria Community Housing:

Cestria Community Housing is a not for profit charitable Registered Social Landlord. It owns and manages some 4,300 homes, employs around 140 staff. Cestria Community Housing was launched on February 2008 following a transfer of homes from Chester-le-Street District Council after tenants backed the move in a secret postal ballot. A comprehensive improvement programme is underway to bring homes up the standard tenants want to see for their homes, services and communities.
For more information visit: www.cestria.org