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Rent arrears management service customer satisfaction survey |
Lambeth Living would like you to tell us exactly what you think of the rent management service provided by the central income team by completing this short survey.
The survey should not take longer than five minutes.
This survey has been designated to obtain feedback on key areas of the service and your views will be used to help, develop and shape the future of the service delivered by Lambeth Living. |
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Q1 |
Have you fallen into rent arrears in the past year? |
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Q2 |
Were you contacted by Lambeth Living when you fell into arrears? |
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Q3 |
When you fell into arrears, did you feel that we contacted you quickly enough? |
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Q4 |
If you were interviewed about your rent arrears, were you given the opportunity to discuss and resolve the problem? |
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Q5 |
Do you feel that you could approach Lambeth Living and get help if you fell into rent arrears? |
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Q6 |
Do you, or have you had, difficulty managing money? |
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Q7 |
If you answered "Yes" to question six, please could you tell us what the cause of the difficulties are or were. |
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Q8 |
Have you received or tried to get access to any debt management advice? |
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Q9 |
If you received debt management advice, was it useful? |
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Q10 |
Did you know that you can receive advice about managing your finances at our rent advice surgeries, which are held at your local office? |
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Q11 |
Have we referred you to any of the following agencies for help and advice? (tick all that apply) |
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Q12 |
Have you been in contact with us in the last 12 months to discuss any issue regarding your rent account? |
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Q13 |
How did you contact us? |
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Q14 |
When you contacted us, getting hold of the right person was... |
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Thinking of your most recent enquiry with Lambeth Living's central income team, please rate the service provided by the income management staff on a scale of one to ten. One being the lowest and ten being the highest. |
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Q15 |
Knowledge: did our staff provide you with all of the information that you needed? |
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Q16 |
Helpfulness: did our staff listen and respond to any questions that you had? |
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Q17 |
Empathy: did our staff treat you with respect and understanding at all items? |
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Q18 |
Effectiveness: were our staff able to resolve your enquiry in an efficient and effective manner? |
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Q19 |
Accessibility: how easy was it to contact somebody able to resolve your enquiry? |
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Q20 |
Overall: how satisfied were you with the overall service provided by Lambeth Living in dealing with your enquiry? |
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Q21 |
What would be your preferred method for Lambeth Living to contact you regarding rent related issues? |
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Q22 |
What would be your preferred time for Lambeth Living to contact you? |
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Q23 |
What is your preferred method of rent payment? |
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Q24 |
Would you be prepared to pay your rent by Direct Debit? |
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Q25 |
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Q26 |
Would you like to be contacted regarding the outcome of this survey? |
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Thank you for taking your time to complete this survey. |
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