Page 7 - Muir Annual Report 2019-2020

IMPROVING In responding to your needs, Muir han- This was the first full year of seeing our
National Residents Group (NRG) in ac-
dled 71,668 calls from residents in 2019-
tion, and they’ve been helping to shape
20, with a response time of just 26 sec-
onds before COVID-19 impacted right at services and support Muir projects.
CUSTOMER the end of the period. Their influence helped enhance the pro-

cess by which Muir gains access to prop-
erties for gas and electrical inspections.
SATISFACTION NRG input resulted in Muir changing our

television aerial contractor, and members
also scrutinised customer satisfaction on
repairs and supported a new tenancy sus-
We’re always working to improve Muir’s customer tainment service.

experience because we believe in giving residents great

services that are value for money.

Muir residents deserve a #caring landlord that performs

well and provides strong support. We processed 24,536 emails and re-
solved 290 complaints, 279 at Stage One.

Residents gave us some great feedback Our maintenance service applied 19,780
about our performance in 2019-20. fixes to the repairs you reported to us.

Responding to our annual Customer Sat- Muir Property Solutions (MPS) responded
isfaction Survey, almost 91% said their to 11,529 of those, with more than 99% of
rent was good value for money, with appointments kept and over 88% of fixes
more than 85% saying they were pleased completed at the first visit. Muir introduced its ‘Muir Connects’
with the services we deliver. Facebook forum in 2019 – giving resi-
dents more chance to have constructive
Over 88% said they were happy with their conversations which help us identify are-
neighbourhoods, while 87.6% said they’re as for improvement.
happy with the quality of their home.
A new Resident Engagement Framework
More than three quarters of respond- There’s room to improve. A stock condi- will be rolled out in 2020 as a result of
ents confirmed they’re pleased with the tion survey of all Muir properties in 2020- these consultations too.
repairs service they receive and that 21 will prepare us for a five-year planned
they’re happy with how Muir listens and programme of works designed to provide We also launched a new Email magazine
acts on feedback. residents with upgraded homes. to provide residents with more regular
updates on stories and services at Muir,
Nearly 83% said their service charges An improvement group has been created giving you more information and enhanc-
were good value too. to enhance the overall service and effi- ing communication with you.
ciency of our repairs provision too.

AREA 2019-20 CHANGE FROM 2018-19 The remaining 8,251 repairs were han-
Service 85.6% +0.4% dled by Kier Services.
Home Quality 87.6% -0.1% Overall Muir resolved more than 99% of
Neighbourhood 88.4% +0.2% emergency repairs and 87% of urgent
Rent (Value for Money) 90.9% -3.3% repairs on time.
Service Charge (Value for Money) 82.8% +0.8%
Repairs 77.6% -2.8% Residents were also at the heart of deci-
Listens and Acts 75.8% +0.1% sion-making at Muir in 2019-20.

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