Customer-led change brings great results We are big believers in the importance of listening to our customers. After all, you’re the best people to tell us what we’re doing right and where we might be able to do things better. Thousands of you took part in the last STAR survey. From the results we learned that repairs are hugely important to our customers and that you felt we could improve this service. We acted quickly on that feedback by launching a rapid response triage repairs service. We piloted this project early last year and when customers told us that they loved the changes, we rolledout triage in all areas, focusing on emergency and urgent repairs. In December 2018, phase two introduced extended operating hours and the management of all repairs taking up to one hour to complete.
An innovative approach Calls are passed from customer services to a triage team in Property Plus. With extensive knowledge and on-the-job experience, they accurately classify the repair and can order a rapid response from a dedicated team. Triage means that repairs can be carried out more quickly. Smart diagnosis also means that the majority of repairs are completed on the first visit. Any followup work is arranged at your home and as visits are booked at a time that’s convenient for you, we’re cutting the cost of missed appointments. Customers have not only inspired the change through the STAR survey, they’ve been important partners in the problem solving, too. Solutions were tested with members of the scrutiny panel who reported on the effectiveness of the improved service to our board.
Outstanding results Following the roll-out of triage, satisfaction with our repairs has risen to 97%. Customers have given lots of feedback on their impressions of the new service, saying: “That’s fantastic, thank you!”
Get involved! You can make a difference too. Please give us your feedback when we call to ask what you think, after you have received a service from us. Take part in surveys like the communications one in this magazine. If you’d like to get more involved, step up to join our customer or scrutiny panels.
Your feedback in
ACTION
You told us you wanted to do more online We have launched My Severnside so that you can pay your rent and manage your account online.
Visit www.severnsidehousing.co.uk to register
You can help shape services and make your voice count by registering to get involved at www.severnsidehousing.co.uk/register-get-involved
6 Pillar | Issue two 2019
