Page 32 - Pobl Annual Report FY25

30 Annual Report 2025
How customers feel about our service
Over the course of the year, two surveys were carried out for the individuals we support. We asked
people about the choice and control they have over their lives; how they are feeling at the time of
the survey; and specifically, about digital confidence and financial confidence/independence.
277 people responded across the two surveys, telling us that they are generally happy (76%);
always feel safe from harm or abuse (87%); and are very or somewhat in control of their care
and support (88%).
We also carried out a survey for family members, and they rated us overall 4.7/5 for trust in Pobl
to support their loved one. 95% said that they always trust us to support their loved one to stay
safe from harm or abuse.
Finally, we carried out a stakeholder survey for professionals working with us and the people
we support. Their response showed that 91% felt communication with us was easy; we were
rated 4.5/5 overall for the quality of care provided. Comments from professionals included:
“
Positive working relationship with Managers and Team Leads, they are
all happy to work together in order to obtain a positive outcome for
individuals.
Feedback from our care customers
17 formal complaints were received in the year, all of which were investigated and outcomes
provided to the complainant. There were a further 33 informal complaints that were resolved at
service level. We formally logged 85 compliments from the people we support, their families,
members of the public and external professionals, with the themes including positive communication,
excellent support to loved ones and families, and how colleagues had addressed concerns when
they arose. Several compliments related to the support given to both the individual and their family,
and there were several relating to how transitions had been managed both into and between services.
Customer satisfaction
Following the success of our housing satisfaction survey in March 2023, we conducted a further
survey in March 2025, engaging almost 900 customers. We’re pleased to report a significant
improvement across nearly all key areas, with participation remaining strong and reflective of a
broad customer base.
Our survey continues to align with the Welsh Government’s tenant satisfaction framework, ensuring
consistency and comparability. We are proud to see marked progress in customer sentiment.