Minutes:
7.1 The Head of Housing Management explained that the department was going to do an independent verification of the Key Performance Indicator (KPI) information.
7.2 She explained that there was currently a discrepancy between the results in relation to customer satisfaction which were associated with the call-back from the call centre, and the data collected in the Mori satisfaction survey, which showed a lower level of satisfaction because of the way the data was collated.
7.3 Members of the sub-committee explained that they were also interested in undertaking a survey to measure satisfaction against the KPIs, as discussed at the last meeting of the sub-committee
7.4 It was agreed that if possible the independent validation survey would be adjusted to incorporate the needs of the sub-committee, and that this should be done independently of either the call centre or repairs contractors.
7.5 It was agreed that it is vital that the survey is done professionally to industry standards. If possible one survey woudl be done to cover the needs of scrutiny and the validation exercise for housing.