Firefighters get pat on the back from survey respondents

Tom Capeling, Tyne and Wear Fire and Rescue's new Chief Fire Officer
Tom Capeling, Tyne and Wear Fire and Rescue's new Chief Fire Officer
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RESIDENTS and business owners have given firefighters the thumbs up in a new survey.

New research shows that victims of fire were “overwhelmingly happy” with the response provided by Tyne and Wear Fire and Rescue Service.

The After the Incident survey, which was completed by 142 households across the brigade’s area, revealed that 100 per cent of respondents were fairly or very satisfied with the overall service they received.

A total of 98 per cent were “fairly or very satisfied” with their initial contact over the phone and with the firefighters who attended the incident.

In response to questions about their initial contact with control-room staff, 100 per cent of respondents said the operators were “helpful and reassuring” and 99 per cent said they were dealt with “politely and efficiently”.

Elsewhere, 100 per cent of respondents said that the crews who attended the incidents were “professional, helpful and efficient”, 99 per cent agreed that they were “reassuring and informative”, while 98 per cent felt that they attempted to “keep the effects of the fire to a minimum”.

Chief fire officer Tom Capeling said: “While 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.”

Seventy-nine businesses replied, with all of the respondents saying they were “fairly or very satisfied” with the service they received overall and with the firefighters who attended the incident, while 99 per cent were “fairly or very satisfied” with their initial contact with the control room.

“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,” said Mr Capeling.

“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 possibly can.”

Twitter: @SunderlandEcho