On the Streets of Preston – Repairs Walkabout at CGA

Published by Rob1 for Community Gateway Association in Housing and also in Communities

CGA’s property services team took to the streets of Preston recently on a Repairs Walkabout. The team of 22 conducted this research to find out first hand from residents what they think about the service; they have said is most important to them.

Covering the whole of the City, they completed over 250 surveys in one day, covering Responsive Repairs, Gas Servicing, Gas Repairs and some larger repairs.

A number of the surveys were carried out within one hour of the repair being completed. Completing the surveys on the door enabled us to discuss the customer experience and check the quality of work.

Feedback was generally good; areas of improvement identified, have been shared with our partners Jackson Lloyd and with residents via our newsletter Gateway News.

The team were able to take additional repairs away to order and queries answered on returning to CGA’s headquarters. 

This important feedback follows on from impressive satisfaction results where 97.03% of CGA’s residents were satisfied with the service, 86.1% of them rating the service Excellent/Good

Peter Ingham, Tenant and Chair of CGA’s Repairs Action Group “The walkabout shows that CGA is listening to residents. Speaking to people on the doorstep really brings it home. We will use this feedback to improve our services further.”