Accessing our Services
We have launched a new strategy which aims to give residents as many ways as possible to contact us. The Customer Access Strategy which will maximise the way that residents can request action, ask for information or comment on services.
The strategy has been produced after consulting with residents, and has three objectives we aim to deliver by 2014. They all focus on providing residents with the ability to choose the way they want to contact us to request action, ask for information or simply to comment on services. And we have already introduced some of them, such as piloting extended opening hours and a call-back facility.
The three objectives of the strategy are:
1. Increasing the ways customers can access our services
We have already extended the hours that people can contact them, opening to 5pm on a Wednesday instead of early closing at 3pm, and piloting extended hours by having trained staff available to take calls until 6.30pm on a Monday.
Most recently, we launched a call-back system, meaning that if people calling the office can request a call-back rather than hold for someone to answer the phone. This facility is also available on the website.
We also plan to:
- review contact numbers so they are as cheap as possible for everyone
- extend the use of text messaging to send out housing information
- review the provision of internet access within communal rooms in its sheltered accommodation
- improve information to customers through things like a new residents handbook and resident display screens in each reception area
2. Get things right for customers the first time they contact us
Most residents contact us using the phone. In 2009-10, our customer service teams received 84,929 phone calls and the repairs line received 54,867!
To meet this objective, we will
- ensure staff have the correct skills and knowledge to resolve enquiries at the first point of contact
- obtain the Government’s Customer Service Excellence Award
- increase customer satisfaction levels as measured in the STATUS residents satisfaction survey
- have a system in place to capture all enquiries so they can be tracked and provide a complete history on each contact
3. Tailor services to the needs of our customers
As well as three area offices, we offer home visits, local surgeries and face-to-face customer service at sheltered scheme coffee mornings. Going forward, the organisation will:
- review the use of local surgeries
- make better use of the customers’ information to meet individual needs and preferences
- ensure staff are customer focused.
- offer more home visits