Helping Hand - Customer Satisfaction Survey

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* 1. Your Council

Darlington

Durham

Gateshead

Hartlepool

Middlesbrough

Newcastle

Northumberland

North Tyneside

Stockton

South Tyneside

Sunderland

Redcar & Cleveland

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* 2. Where did you hear about the support that was available?

Word of mouth, e.g. friend, relative

Hospital

Occupational Therapist / Social Services

Used the service before

GP / District Nurse

Local newspaper

Leaflet / Brochure

Community or voluntary organisation, e.g. Age Concern, Alzheimer’s Society

Other

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* 3. How was the service from the Council’s or the Home Improvement Agency’s team?

	Strongly Agree	Agree	Neither Agree/Disagree	Disagree	Strongly Disagree
I found it easy to contact staff	I found it easy to contact staff Strongly Agree	I found it easy to contact staff Agree	I found it easy to contact staff Neither Agree/Disagree	I found it easy to contact staff Disagree	I found it easy to contact staff Strongly Disagree
The procedure was explained to me thoroughly	The procedure was explained to me thoroughly Strongly Agree	The procedure was explained to me thoroughly Agree	The procedure was explained to me thoroughly Neither Agree/Disagree	The procedure was explained to me thoroughly Disagree	The procedure was explained to me thoroughly Strongly Disagree
I found the staff helpful	I found the staff helpful Strongly Agree	I found the staff helpful Agree	I found the staff helpful Neither Agree/Disagree	I found the staff helpful Disagree	I found the staff helpful Strongly Disagree
I found the staff had a professional attitude	I found the staff had a professional attitude Strongly Agree	I found the staff had a professional attitude Agree	I found the staff had a professional attitude Neither Agree/Disagree	I found the staff had a professional attitude Disagree	I found the staff had a professional attitude Strongly Disagree
I felt I was kept well informed of what was happening	I felt I was kept well informed of what was happening Strongly Agree	I felt I was kept well informed of what was happening Agree	I felt I was kept well informed of what was happening Neither Agree/Disagree	I felt I was kept well informed of what was happening Disagree	I felt I was kept well informed of what was happening Strongly Disagree

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* 4. How was the service from the Council’s lending partner Five Lamps?

	Strongly Agree	Agree	Neither Agree/Disagree	Disagree	Strongly Disagree
I found it easy to contact staff	I found it easy to contact staff Strongly Agree	I found it easy to contact staff Agree	I found it easy to contact staff Neither Agree/Disagree	I found it easy to contact staff Disagree	I found it easy to contact staff Strongly Disagree
The procedure was explained to me thoroughly	The procedure was explained to me thoroughly Strongly Agree	The procedure was explained to me thoroughly Agree	The procedure was explained to me thoroughly Neither Agree/Disagree	The procedure was explained to me thoroughly Disagree	The procedure was explained to me thoroughly Strongly Disagree
The loan type and repayment of the loan was fully explained to me	The loan type and repayment of the loan was fully explained to me Strongly Agree	The loan type and repayment of the loan was fully explained to me Agree	The loan type and repayment of the loan was fully explained to me Neither Agree/Disagree	The loan type and repayment of the loan was fully explained to me Disagree	The loan type and repayment of the loan was fully explained to me Strongly Disagree
I found the staff helpful	I found the staff helpful Strongly Agree	I found the staff helpful Agree	I found the staff helpful Neither Agree/Disagree	I found the staff helpful Disagree	I found the staff helpful Strongly Disagree
I found the staff had a professional attitude.	I found the staff had a professional attitude. Strongly Agree	I found the staff had a professional attitude. Agree	I found the staff had a professional attitude. Neither Agree/Disagree	I found the staff had a professional attitude. Disagree	I found the staff had a professional attitude. Strongly Disagree
I felt I was kept well informed of what was happening.	I felt I was kept well informed of what was happening. Strongly Agree	I felt I was kept well informed of what was happening. Agree	I felt I was kept well informed of what was happening. Neither Agree/Disagree	I felt I was kept well informed of what was happening. Disagree	I felt I was kept well informed of what was happening. Strongly Disagree

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* 5. If you have received help to carry out work to your home: tell us about it here

	Yes	No	Don’t know
Are you happy with the work carried out?	Are you happy with the work carried out? Yes	Are you happy with the work carried out? No	Are you happy with the work carried out? Don’t know
Was the work area left clean and tidy?	Was the work area left clean and tidy? Yes	Was the work area left clean and tidy? No	Was the work area left clean and tidy? Don’t know

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* 6. Do you think the builders / workmen:

	Yes	No	Don’t know
Were professional and competent	Were professional and competent Yes	Were professional and competent No	Were professional and competent Don’t know
Worked to a good standard	Worked to a good standard Yes	Worked to a good standard No	Worked to a good standard Don’t know
Respected you and your property	Respected you and your property Yes	Respected you and your property No	Respected you and your property Don’t know
Completed the work as quickly as possible	Completed the work as quickly as possible Yes	Completed the work as quickly as possible No	Completed the work as quickly as possible Don’t know

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* 7. What has changed for you as a result of the improvements to your home?

	Yes	No
Do you feel that the service has / works have helped you with your day-to-day living in your home?	Do you feel that the service has / works have helped you with your day-to-day living in your home? Yes	Do you feel that the service has / works have helped you with your day-to-day living in your home? No

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* 8. How would you say that the service you received has improved the following?

	Strongly Agree	Agree	Neither Agree /Disagree	Disagree	Strongly Disagree
Increased my independence	Increased my independence Strongly Agree	Increased my independence Agree	Increased my independence Neither Agree /Disagree	Increased my independence Disagree	Increased my independence Strongly Disagree
Helped improve my health	Helped improve my health Strongly Agree	Helped improve my health Agree	Helped improve my health Neither Agree /Disagree	Helped improve my health Disagree	Helped improve my health Strongly Disagree
Made me feel safer in my own home	Made me feel safer in my own home Strongly Agree	Made me feel safer in my own home Agree	Made me feel safer in my own home Neither Agree /Disagree	Made me feel safer in my own home Disagree	Made me feel safer in my own home Strongly Disagree
Feel less at risk of slips and falls	Feel less at risk of slips and falls Strongly Agree	Feel less at risk of slips and falls Agree	Feel less at risk of slips and falls Neither Agree /Disagree	Feel less at risk of slips and falls Disagree	Feel less at risk of slips and falls Strongly Disagree
Helped me remain in my own home	Helped me remain in my own home Strongly Agree	Helped me remain in my own home Agree	Helped me remain in my own home Neither Agree /Disagree	Helped me remain in my own home Disagree	Helped me remain in my own home Strongly Disagree

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* 9. How would you say that the service you received has improved the following?

	Very Satisfied	Satisfied	Neither Satisfied /Dissatisfied	Dissatisfied	Very Dissatisfied
Taking everything into account, how satisfied or dissatisfied are you with the service you received?	Taking everything into account, how satisfied or dissatisfied are you with the service you received? Very Satisfied	Taking everything into account, how satisfied or dissatisfied are you with the service you received? Satisfied	Taking everything into account, how satisfied or dissatisfied are you with the service you received? Neither Satisfied /Dissatisfied	Taking everything into account, how satisfied or dissatisfied are you with the service you received? Dissatisfied	Taking everything into account, how satisfied or dissatisfied are you with the service you received? Very Dissatisfied

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* 1. Your Council

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* 2. Where did you hear about the support that was available?

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* 3. How was the service from the Council’s or the Home Improvement Agency’s team?

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* 4. How was the service from the Council’s lending partner Five Lamps?

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* 5. If you have received help to carry out work to your home: tell us about it here

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* 6. Do you think the builders / workmen:

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* 7. What has changed for you as a result of the improvements to your home?

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* 8. How would you say that the service you received has improved the following?

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* 9. How would you say that the service you received has improved the following?

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* 10. Do you have any further comments or suggestions about the service you received from our team?