Community Response Annual Survey 2013

Closed 8 Mar 2013

Opened 11 Feb 2013

Feedback updated 24 Apr 2013

We asked

What service users thought of the Community Alarm / Telecare service they received.

You said

As with the 2012 survey, there was a high level of satisfaction with the service received. 92% of service users said they had found it easy to apply for an Alarm. 93% said installation staff were polite and courteous. 97% expressed satisfaction in relation to contacting the service, the actions taken, the support received and generally how their calls were handled.

We did

Work will continue to maintain these high levels of satisfaction. Individual suggestions about improvements will be responded to as appropriate. Consideration is being given to giving presentations to sheltered housing schemes or hosting visits to the Contact Centre in order to give service users more insight into the service and to make them feel more comfortable about using it.


This is an annual survey to gather the views of customers receiving a Community Alarm or Telecare service from the Council.

Service users from both Mid and East Lothian will be asked about their experience of using these services and whether there are any improvements they think necessary.

Service users will be sent a questionnaire via the post and will be provided with a stamped addressed envelope to return it in.  

Why your views matter

By carrying out a consultation we hope to be able to measure the level of satisfaction with the Community Alarm / Telecare Services. We also hope to gather information on any   improvements customers would like to see.

Repeating this exercise on an annual basis helps us to judge whether our performance is improving year on year.


  • All Areas


  • Service Users


  • Customer satisfaction