Shaping Our Professionalism: Resident Feedback Survey

West Kent would like to hear from as many residents as possible about how you think we're doing and where you would like to see improvements.

This survey is anonymous unless you wish to provide your contact details at the end. You will need to do this if you choose to be entered for the prize draw where you have a chance to win £25 Love2Shop voucher.

There are 8 questions and the survey should take around 5 minutes to complete.

Question Title

* 1. Communication:

Do you agree with these statements?

	Always	Mostly	Sometimes	Rarely	Never
West Kent staff listen to me and understand my concerns when I contact them	West Kent staff listen to me and understand my concerns when I contact them Always	West Kent staff listen to me and understand my concerns when I contact them Mostly	West Kent staff listen to me and understand my concerns when I contact them Sometimes	West Kent staff listen to me and understand my concerns when I contact them Rarely	West Kent staff listen to me and understand my concerns when I contact them Never
West Kent staff take my individual needs/ vulnerabilities into account when handling my enquiries	West Kent staff take my individual needs/ vulnerabilities into account when handling my enquiries Always	West Kent staff take my individual needs/ vulnerabilities into account when handling my enquiries Mostly	West Kent staff take my individual needs/ vulnerabilities into account when handling my enquiries Sometimes	West Kent staff take my individual needs/ vulnerabilities into account when handling my enquiries Rarely	West Kent staff take my individual needs/ vulnerabilities into account when handling my enquiries Never
West Kent staff are honest and open in their communication	West Kent staff are honest and open in their communication Always	West Kent staff are honest and open in their communication Mostly	West Kent staff are honest and open in their communication Sometimes	West Kent staff are honest and open in their communication Rarely	West Kent staff are honest and open in their communication Never
West Kent staff respond quickly to my queries or requests	West Kent staff respond quickly to my queries or requests Always	West Kent staff respond quickly to my queries or requests Mostly	West Kent staff respond quickly to my queries or requests Sometimes	West Kent staff respond quickly to my queries or requests Rarely	West Kent staff respond quickly to my queries or requests Never
West Kent staff keep me updated	West Kent staff keep me updated Always	West Kent staff keep me updated Mostly	West Kent staff keep me updated Sometimes	West Kent staff keep me updated Rarely	West Kent staff keep me updated Never

Use this answer box if you'd like to explain

Question Title

* 2. How consistent do you find staff communication and behaviour across different teams or individuals?

Very consistent

Mostly consistent

Sometimes inconsistent

Often inconsistent

Use this answer box if you'd like to explain

Question Title

* 3. Professionalism

The set of statements below are about West Kent staff only.

Do you agree with the following statements?

	Always	Mostly	Sometimes	Rarely	Never
West Kent staff are polite and respectful in their interactions with me	West Kent staff are polite and respectful in their interactions with me Always	West Kent staff are polite and respectful in their interactions with me Mostly	West Kent staff are polite and respectful in their interactions with me Sometimes	West Kent staff are polite and respectful in their interactions with me Rarely	West Kent staff are polite and respectful in their interactions with me Never
West Kent staff have the knowledge and skills needed to deal with my enquiries effectively	West Kent staff have the knowledge and skills needed to deal with my enquiries effectively Always	West Kent staff have the knowledge and skills needed to deal with my enquiries effectively Mostly	West Kent staff have the knowledge and skills needed to deal with my enquiries effectively Sometimes	West Kent staff have the knowledge and skills needed to deal with my enquiries effectively Rarely	West Kent staff have the knowledge and skills needed to deal with my enquiries effectively Never
West Kent staff keep to agreed actions, appointments or timescales	West Kent staff keep to agreed actions, appointments or timescales Always	West Kent staff keep to agreed actions, appointments or timescales Mostly	West Kent staff keep to agreed actions, appointments or timescales Sometimes	West Kent staff keep to agreed actions, appointments or timescales Rarely	West Kent staff keep to agreed actions, appointments or timescales Never
I trust West Kent staff to do the right thing	I trust West Kent staff to do the right thing Always	I trust West Kent staff to do the right thing Mostly	I trust West Kent staff to do the right thing Sometimes	I trust West Kent staff to do the right thing Rarely	I trust West Kent staff to do the right thing Never
When things go wrong, West Kent Staff acknowledge the problem and seek solutions	When things go wrong, West Kent Staff acknowledge the problem and seek solutions Always	When things go wrong, West Kent Staff acknowledge the problem and seek solutions Mostly	When things go wrong, West Kent Staff acknowledge the problem and seek solutions Sometimes	When things go wrong, West Kent Staff acknowledge the problem and seek solutions Rarely	When things go wrong, West Kent Staff acknowledge the problem and seek solutions Never
I am treated fairly by West Kent staff	I am treated fairly by West Kent staff Always	I am treated fairly by West Kent staff Mostly	I am treated fairly by West Kent staff Sometimes	I am treated fairly by West Kent staff Rarely	I am treated fairly by West Kent staff Never
West Kent staff take my individual needs/ vulnerabilities into account when supporting me	West Kent staff take my individual needs/ vulnerabilities into account when supporting me Always	West Kent staff take my individual needs/ vulnerabilities into account when supporting me Mostly	West Kent staff take my individual needs/ vulnerabilities into account when supporting me Sometimes	West Kent staff take my individual needs/ vulnerabilities into account when supporting me Rarely	West Kent staff take my individual needs/ vulnerabilities into account when supporting me Never

Use this answer box if you'd like to explain

Question Title

* 4. The next set of statements are about West Kent's contractors (examples: Wealdens- cleaning, Nurture- grounds maintenance and Brenwards- repairs).

Do you agree with the following statements?

	Always	Mostly	Sometimes	Rarely	Never
Contractors are polite and respectful in their interactions with me	Contractors are polite and respectful in their interactions with me Always	Contractors are polite and respectful in their interactions with me Mostly	Contractors are polite and respectful in their interactions with me Sometimes	Contractors are polite and respectful in their interactions with me Rarely	Contractors are polite and respectful in their interactions with me Never
Contractors have the knowledge and skills to deliver their service	Contractors have the knowledge and skills to deliver their service Always	Contractors have the knowledge and skills to deliver their service Mostly	Contractors have the knowledge and skills to deliver their service Sometimes	Contractors have the knowledge and skills to deliver their service Rarely	Contractors have the knowledge and skills to deliver their service Never
Contractors keep to agreed actions, appointments or timescales	Contractors keep to agreed actions, appointments or timescales Always	Contractors keep to agreed actions, appointments or timescales Mostly	Contractors keep to agreed actions, appointments or timescales Sometimes	Contractors keep to agreed actions, appointments or timescales Rarely	Contractors keep to agreed actions, appointments or timescales Never
When things go wrong, contractors acknowledge the problem and put things right	When things go wrong, contractors acknowledge the problem and put things right Always	When things go wrong, contractors acknowledge the problem and put things right Mostly	When things go wrong, contractors acknowledge the problem and put things right Sometimes	When things go wrong, contractors acknowledge the problem and put things right Rarely	When things go wrong, contractors acknowledge the problem and put things right Never
Contractors consider my individual needs/ vulnerabilities when delivering their service	Contractors consider my individual needs/ vulnerabilities when delivering their service Always	Contractors consider my individual needs/ vulnerabilities when delivering their service Mostly	Contractors consider my individual needs/ vulnerabilities when delivering their service Sometimes	Contractors consider my individual needs/ vulnerabilities when delivering their service Rarely	Contractors consider my individual needs/ vulnerabilities when delivering their service Never

Use this answer box if you'd like to explain

Question Title

* 5. What does professionalism mean to you?

Question Title

* 6. What does good staff accountability look like to you when dealing with West Kent?

Question Title

* 7. Resident priorities

Please rank the following aspects of staff conduct in order of importance for improvement.
(1= most important. 5= least important)

Question Title

* 8. Resident Involvement and Incentives

The Resident Involvement team will be hosting an online forum on 15th April, in the evening, to discuss the survey topics in more depth. This will help inform the new Professionalism Policy draft and reviewed Staff Code of Conduct.

We also offer other ways for residents to get involved on projects and can send you updates.

We are running a prize draw where you could WIN a £25 Love2Shop voucher.

Please select all options you consent to

I would like to receive Resident Involvement updates and opportunities.

I’m interested in the Competence and Conduct Forum in April and would like more information

I would like to enter the prize draw

None of the above

If you have consented to any of the above, please provide your name and contact email/ telephone number.

Thank you for taking the time to complete this survey.

We’ll share updates about your influence in the creation of the new Professionalism Policy and reviewed Staff Code of Conduct at the end of the consultation process. Look out for these on our West Kent website and social media pages.

Shaping Our Professionalism: Resident Feedback Survey

Question Title

* 1. Communication:Do you agree with these statements?

Question Title

* 2. How consistent do you find staff communication and behaviour across different teams or individuals?

Question Title

* 3. ProfessionalismThe set of statements below are about West Kent staff only.Do you agree with the following statements?

Question Title

* 4. The next set of statements are about West Kent's contractors (examples: Wealdens- cleaning, Nurture- grounds maintenance and Brenwards- repairs).Do you agree with the following statements?

Question Title

* 5. What does professionalism mean to you?

Question Title

* 6. What does good staff accountability look like to you when dealing with West Kent?

Question Title

* 7. Resident prioritiesPlease rank the following aspects of staff conduct in order of importance for improvement.(1= most important. 5= least important)

Question Title

* 1. Communication:

Do you agree with these statements?

* 3. Professionalism

The set of statements below are about West Kent staff only.

Do you agree with the following statements?

* 4. The next set of statements are about West Kent's contractors (examples: Wealdens- cleaning, Nurture- grounds maintenance and Brenwards- repairs).

Do you agree with the following statements?

* 7. Resident priorities

Please rank the following aspects of staff conduct in order of importance for improvement.
(1= most important. 5= least important)