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Following the review of our Customer Care Standards that took place in consultation with our residents, we have developed a new team that acts as a first point of contact for calls into SNH: The Customer Services Team.
The team was set up in May 2010 following a very thorough recruitment process. To ensure the selection of the best possible candidates, we enlisted the help of residents who are members of our Repairs and Improvement Forum.
The team is made up of seven Customer Services Officers and a Team Leader. The team underwent intensive training to ensure the majority of calls can be dealt with at the first point of contact. Where a call cannot be managed we can identify the best person to transfer the call to.
The volume of calls received is well over 2500 per month and our aim is to answer all calls within 15 seconds. Our new telephone system allows us to accurately monitor and manage calls we receive from our customers. The system allows us to assess our performance against our service standards.
Five of the team primarily deal with all calls into SNH with two team members taking any overflow calls whilst providing support to another area of the business. By providing the additional cover, we can ensure your calls are answered promptly during periods of high volume.
The team has received extensive training to ensure they can deal with the majority of calls received. The main calls received relate to:
Rent balance enquiries and rent statement requests;
General housing enquiries and advice on housing transfers within the SNH area or moving into the SNH area from other districts;
Dealing with Lifeline enquiries;
Dealing with enquiries in relation to our Major Works Programme;
Dealing with queries in relation to our gas servicing contractor;
Logging responsive repairs and arranging appointments for our operative to attend;
Arranging inspections and setting the appointments;
Occupational Therapist referrals;
Handyman Service enquiries.
The service provided to our residents is important to us and we welcome any feedback. We attempt to complete Customer Satisfaction Surveys over the telephone following a Responsive Repair and your assistance with this is much appreciated. The feedback is very important to us so that we can see where we are performing well and identify any areas for improvement.
If you have called us since the new team was set up, we hope you noticed a positive difference.
This web page on our internet site is new and we would welcome your suggestions for any information you would like to see included.
