Continuing on our theme of “you said, we did”, you told us that you wanted a repairs system that offered you appointment times for contractors to call to your homes. We have listened and responded.
Until now, when you have reported a repair to us we have logged it and passed it on to our contractors. They have then visited you to complete the repair work as soon as they could. Sometimes when they have called there may have been no one home and so they have had to leave a card asking you to ring them and make arrangements to come back another day. Other times they may have agreed to come out on a particular day but haven’t been able to tell you what time meaning you may have had to wait in all day for them to arrive.
However, we all live busy lives now and our time is precious. Residents have been telling us that they would rather be offered an appointment when contractors need to call to carry out repairs.
Again we’ve listened to what our customers have to say and have now developed an appointment system with our main building maintenance contractors, TF Jones and DLP Services.
|
We’ll be launching the new appointment system on the 21st April 2010. From this date if you would like us to make an appointment for you if you need a repair in your home, we’ll be able to offer you a 2 hour slot on a day that suits you. This will mean less time wasted for our residents waiting for workmen to turn up and less wasted time for our workmen turning up when no ones home! (If a repair is needed to a communal area or we don’t need to gain entry to your property, for example to repair a fence, then it won’t be necessary to make an appointment)
|
We are confident that this further improvement will make using our repairs service even more efficient and will deliver higher levels of customer satisfaction.
Once our appointment system is up and running we’ll be starting to use a “real time” job completion reporting. Using handheld computers our operatives will be able to beam back to us detail of the jobs they complete as they complete them. We’ll then be able to call our residents within an hour of a job being completed, to check if they are happy with the works that have been done.
In the future we will also be looking at using text messaging to remind our residents when an operative is due to call, just in case they forget and pop out and miss their appointment.