Housing staff and contractor survey

Staff competence and conduct

When housing services work well, what do staff do that makes the biggest difference to you? (Choose up to four)

* required

Listen carefully and understand what matters to you

Take ownership of issues and follow them through to the end

Keep you informed and provide updates without you having to chase

Resolve issues properly the first time

Understand your individual needs and make reasonable adjustments

Act quickly when there are risks to safety or your home

Recognise and respond appropriately to safeguarding concerns

What gives you confidence that housing staff are skilled, knowledgeable and able to do their job well? (Choose up to four)

* required

Staff clearly explain decisions and next steps

Fewer repeat problems or having to chase things up

Knowing staff receive regular training to keep their skills up to date

Knowing staff are supported and supervised by their managers

Knowing staff are held accountable if standards are not met

Knowing we learn from complaints and feedback to improve services

Knowing staff have the right qualifications or experience for their role

When dealing with housing staff, which behaviours matter most to you? (Choose up to four)

Being polite, respectful and professional

Listening carefully and taking your concerns seriously

Clearly explaining decisions and what will happen next

Keeping you informed and updating you if things change

Doing what they say they will do and taking ownership of issues

Being honest and taking responsibility when things go wrong

Treating everyone fairly and without discrimination

Adapting communication to meet your needs

If a member of staff falls short of these standards, what matters most to you? (Choose up to two)

Action taken quickly to put things right

An apology and clear explanation of what happened

Knowing the issue has been taken seriously and addressed

Being told what has been done to prevent it happening again

Formal action if the behaviour is serious or continues

At what point do you think formal action should be taken if a staff member is not meeting the expected standard? (Choose one)

* required

If the staff member doesn't engage with support

Only after training and support have been tried

If the problem happens again after support

If it keeps happening repeatedly

If safety or service is at risk

Based on your experience, is there anything you think housing staff need better training in to improve services?

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