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.

“I know that we’re listened to. As customers, we can make a difference”

David Spruce, scrutiny panel member

David Spruce has been an SSHA customer since it was formed, in 1997. He is part of the scrutiny panel and was closely involved in its report into Property Plus services this summer.

“I decided to get involved with the scrutiny panel because I felt that housing associations have looked after me pretty well over the years. I’ve got some time now and I wanted to give something back.

“The first surprise, for me, was how open and accessible everyone is. When we work on a project like the Property Plus report this year, we ask for a lot of information and evidence. We met the people involved at every level, went out with the operatives and talked to other customers.

“We’re looking at areas of the service that are really important to us and I know that we are listened to.”

“I spent time with the grounds maintenance team. They were a fantastic bunch – at the end of the day, I wanted to work with them!

“Our report and recommendations go to the board. When something’s wrong or needs improving, we say so. We’re looking at areas of the service that are really important to us and I know that we are listened to. As customers, we can make a difference.

“This summer I attended a national tenant participation conference focusing on customer engagement, along with two other panel members. The overriding feeling that we came away with was how well our customer voice model works in Housing Plus Group. Other organisations were really impressed with what we achieve and how we do it.

“We’ve got a very good relationship with the board. They treat us as though we are part of the business and I suppose, in a way, we are.” “We’re looking at areas of the service that are really important to us and I know that we are listened to. ”