After receiving a satisfaction score of 70.4% in the third quarter of 2016-17, the team pulled out all the stops to achieve a 29.6% rise in the final three months of the year to reach 100% satisfaction. It’s a great achievement, and even more so as this comes not long after the ILS restructure in early 2016, which saw the team drop from three members of staff to just two.
Upon asking Robert Jones, ILS Site Officer on how he felt when he heard the news he said: “I ask customers for feedback after completing a job so I’m not at all surprised. Every day we help here and there, going above our job description to provide a service that makes customers happy.”
A regular user of the service, Dorothy Box has recently been to touch to say this about Rob: “He is always kind, cheerful and efficient. A ten out of ten service!”
Rob Talbot, Facilities & Merlin Extra Team Leader said: “Last year we saw a record number of 438 requests for our Handyperson service come through from customers. To achieve this increase in satisfaction while carrying out our highest ever number of jobs, makes this result even more pleasing.
“Our team are committed to providing a professional, world-class service to customers in their homes. These results demonstrate that commitment to customers and our goal is to keep satisfaction with this service at 100% in the future.”
Among the satisfied customers was Sue Grunwald-Barton, who said: “There are so many jobs that John and I can no longer manage, so the handyperson service is quite an important help for us. We always have something in the pipeline for them as most of the improvements and updates we are making are ongoing”
Susan Cox added: “I can't praise Rob Jones enough. He was very friendly and efficient and I am extremely pleased with the work he did.”
And Shirley James said: “Thank you for providing this service at a price we can afford.”
- Our Handyperson service mainly covers our Independent Living Schemes, however it is now available for all that need it. This service offers customers help with anything from building flat pack furniture, to tuning TV’s, or even putting up curtains at a low cost of £10 per hour. If you have an enquiry for the team please call them on 01454 821 181.