What do customers expect from social housing providers in the UK?

Sagoo, A. ORCID: 0000-0002-9969-0771 and Khalfan, M.M., 2017. What do customers expect from social housing providers in the UK? International Journal of Sustainable Society, 9 (4), pp. 294-310. ISSN 1756-2546

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This research presents a preliminary investigation to understand the customers' perception and expectations of service delivery in relation to social housing within the UK. The aim of this paper is firstly to present an overview of the customer and the main providers of social housing. Secondly, the paper explores the nature of service delivery in social housing and its importance in achieving customer satisfaction. Thirdly, this paper reports on the survey undertaken with 60 tenants (customers) residing with six registered social landlords (RSLs) during focus group workshops. The findings from the survey suggest that there are numerous factors that affect customer expectations including quality of accommodation, fair rent, value for money, services, and quality of repairs undertaken either as part of day to day repairs or in the form of planned maintenance.

Item Type: Journal article
Publication Title: International Journal of Sustainable Society
Creators: Sagoo, A. and Khalfan, M.M.
Date: 2017
Volume: 9
Number: 4
ISSN: 1756-2546
Divisions: Schools > School of Architecture, Design and the Built Environment
Record created by: Jonathan Gallacher
Date Added: 16 Oct 2019 12:25
Last Modified: 16 Oct 2019 12:25
URI: https://irep.ntu.ac.uk/id/eprint/37976

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