We looked at the way our staff respond to enquiries, the way we handle complaints, and reviewed our service standards so we can provide a top-level service.
Part of our plans for improvement have been to respond more quickly when you contact us and to answer all your questions in one phone call or visit. To do this we’ve launched a Customer Care Strategy, including a range of ways to access our services including phone and internet access at our receptions.
Since last year we’ve improved our Repairs Services satisfaction rates from 61% to 87% and during April answered 91% of calls within 15 seconds. Improving customer care is a key focus, we hope you have noticed the difference!
Your comments:
“Thank you for the fast and efficient service you provided in arranging the repairs at my home, it is very refreshing to find someone who acts with speed, efficiency and with the professional approach you have shown.”
Mr John Bullions, Forest Hill
“My first impression was that I received a great welcoming reception. The customer service was up to standard, and the people were professional.”
Awka Khatun, Pelican House
“Most of the time residents come into the office unhappy about our service, usually about repairs or rent. My role is to help them with their enquiry, make sure their trip was worthwhile and that they feel happy when they leave our office. That is very important to me.”
Customer Services Officer Ell Payne
