Customer feedback - access
Visitors to the
Housing Advice Centre are asked to complete a short
questionnaire about their visit. This information is used to help
us assess whether the services we are offering, and how the service
is accessed, are suitable for what people need.
Survey results for October 2009 to March 2010 are given below.
Please note questions were not mandatory so the number of responses
for each question may not match up if people chose not to answer
that question.
| Why did you visit the
Housing Advice Centre today? |
| Reason |
Number |
% |
| I am homeless |
71 |
46% |
| I am worried I might become homeless |
11 |
7% |
| I am attending an arranged appointment |
40 |
26% |
| Other* |
34 |
21% |
| Total |
156 |
100% |
*Other reasons include dropping off letters or other
documentation, asking for more information about temporary
accommodation, or looking for information from another team based
at the Housing Advice Centre.
| Did we offer you a same
day appointment? |
| Response |
Number |
% |
| Yes |
53 |
76% |
| No |
17 |
24% |
| Total |
70 |
100% |
| If no, were you offered
an appointment within 5 working days? |
| Response |
Number |
% |
| Yes |
8 |
80% |
| No |
2 |
20% |
| Total |
10 |
100% |
| How did you hear about
this service? |
| Response |
Number |
% |
| Word of mouth |
75 |
49% |
| Website |
15 |
10% |
| Signposting by another agency |
30 |
20% |
| Other* |
54 |
21% |
| Total |
174 |
100% |
*Other responses given included having previously been in, or
received information about the service in response to a
letter.
| Did the layout/door
entry cause you any problems getting into the building?
|
| Response |
Number |
% |
| Yes* |
5 |
4% |
| No |
113 |
96% |
| Total |
118 |
100% |
*Reasons given for difficulty were because of difficulty of
accessing the building with a pram.
| Did you find the staff
polite and/or helpful? |
| Response |
Number |
% |
| Yes |
96 |
99% |
| No |
1 |
1% |
| Total |
97 |
100% |
| How long did you have
to wait before you were seen by someone? |
| Response |
Number |
% |
| within 5 minutes |
46 |
49% |
| within 5-15 minutes |
31 |
33% |
| over 15 minutes |
6 |
6% |
| query was dealt with by reception |
11 |
12% |
| Total |
94 |
100% |
| If you needed privacy
was it available? |
| Response |
Number |
% |
| No privacy needed |
33 |
35% |
| Yes |
60 |
64% |
| No |
1 |
1% |
| Total |
94 |
100% |
| Was the information you
were given relevant and clear? |
| Response |
Number |
% |
| Yes |
93 |
97% |
| No |
3 |
3% |
| Total |
96 |
100% |
| Are you clear about
what happens next? |
| Response |
Number |
% |
| Yes |
82 |
87% |
| No |
12 |
13% |
| Total |
94 |
100% |
If you would like to comment on your experiences at the Housing
Advice Centre, or accessing the homeless service, you can do so by
phoning 01738 474500 or by emailing
HousingAdviceCentre@pkc.gov.uk
