Fire survey gets a good response

Tom Capeling, Tyne and Wear Fire and Rescue Service's new Chief Fire Officer
Tom Capeling, Tyne and Wear Fire and Rescue Service's new Chief Fire Officer

HOUSEHOLDERS and business in the region said they are pleased with the response proof Tyne and Wear Fire and Rescue Service to call outs, a survey has revealed.

An ‘After the Incident’ survey was completed by 142 households across the region who had a house fire between April 2011 and March 2012, a response rate of almost 30 per cent.

The findings revealed that all were fairly or very satisfied with the overall service they received.

In total, 98 per cent were satisfied with the initial contact over the phone and an equal number were satisfied with the firefighters who attended.

In response to questions about their initial contact with the service’s control room, all said the operators were helpful and reassuring, and 99 per cent agreed they were dealt with politely and efficiently.

Chief fire officer Tom Capeling, pictured, said: “Whilst no one in Tyne and Wear wants to use our response service, it is heartening to know that those who have are satisfied with the quality of service delivered by our staff – not only in terms of the advice and guidance given, but also the professionalism and skills demonstrated by those who deal directly with incidents.

“We are faced with the challenge of maintaining these outstanding levels of service in what can only be described as extremely difficult financial circumstances, following the government’s budget cuts.

“But I can assure the public of Tyne and Wear that the excellent people we have here will give their all to make sure our standards remain as high as they can.”

In terms of the fire incident itself, all respondents said the firefighters were professional, helpful and efficient, 99 per cent agreed that the firefighters were reassuring and informative, while 98 per cent felt that crews attempted to keep the effects of the fire to a minimum.

The results of a survey among businesses were equally impressive.

A total of 79 replied with all saying they were fairly or very satisfied with the service they received overall and with the firefighters, while 99 per cent were satisfied with their contact with the control room.

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