Latest news

Latest news

Satisfaction reaches new high

Woman and child outside their home

For the second time in a row we’ve recorded our highest ever level of customer satisfaction.

We're committed to providing a world class service to our customers and over the past three months satisfaction with the service we've provided has reached a record high. After hitting a high of 84.6% at the end of September, customer satisfaction has now climbed even higher to 86.1%. It means we are already meeting our target for this year of 84% and are on course to meet our Corporate Plan goal of raising customer satisfaction to 90% by 2019. See the table below for the full results.

Among the comments received from the most recent survey have been: “I'm severely disabled, as such Merlin has taken good care of me as a landlord. Listen to any worries I may have and if I need help then Merlin are out ASAP.”

Another customer said: “I am completing this form on behalf of my mother who has dementia. Seven times I have rung regarding repairs & planned maintenance and all the staff from the office & the people who have come to do the repair have been very helpful & sensitive to the fact."

We send out the Star satisfaction survey to a random selection of customers every three months. All of those who complete the survey are entered into a prize draw, with £250 of shopping vouchers on offer to the winner.

 

Star survey results
Question Target 2015-16 Q3 score
Taking everything into account, how satisfied are you with the service provided by Merlin? 84% 86.1%
How satisfied are you with the quality of your home? 83.5% 84.7%
How satisfied are you with the quality of your neighbourhood? 89% 88.4%
How satisfied are you that your rent provides value for money? 75% 80.3%

How satisfied are you with the way Merlin deals with repairs and maintenance?

79% 81.4%

How satisfied are you that Merlin listens and acts upon your views?

70% 66.6%

We have placed cookies on your computer to help make this website better. You can at any time read our cookie policy. Otherwise, we will assume that you're OK to continue.

Change cookie settings: