Customer Annual Review 2016 - Page 19

We’re trying to

reduce waiting times

for repairs and fix more jobs first time to remove the need to come back again. Where we do need to come back, we’re trying to make it far more convenient for you.

We’ve introduced gas servicing appointments on Saturdays and we’ve improved the stock we hold on our vans to reduce the likelihood of us needing to order parts. Where we do need to come back to finish the repair, our engineers are making follow-on appointments when they’re with you. Our home improvements service has introduced a picture and text messaging service to keep you better informed on progress. And we’re continuing to scrutinise the jobs categorised as emergencies to reduce the need to shuffle any existing appointments and let you down.

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We’re trying to reduce waiting times for repairs and fix more jobs first time to remove the need to come back again. Where we do need to come back, we’re trying to make it far more convenient for you.

We’ve introduced gas servicing appointments on Saturdays and we’ve improved the stock we hold on our vans to reduce the likelihood of us needing to order parts. Where we do need to come back to finish the repair, our engineers are making follow-on appointments when they’re with you. Our home improvements service has introduced a picture and text messaging service to keep you better informed on progress. And we’re continuing to scrutinise the jobs categorised as emergencies to reduce the need to shuffle any existing appointments and let you down.

When you contact us with issues, we want it to be easy for you. You should feel we listen to you and do everything we can to sort things quickly. We recognise you need the choice of how and when you contact us.

We’ve improved the self-service area of our website, as more of you are now choosing to go online. We’ve also focused on reducing the amount of time you have to queue when you call by investing more in colleague training and making better use of our technology. The training is also helping colleagues to resolve 84% of your enquiries at first point of contact.

We receive too many complaints about the quality of our work in your home.

We want to understand your issues and put things right so our team leaders and contractors have been focusing on what’s gone wrong when you tell us you’re not happy, by calling you back to find out the details of what went wrong. We’re also doing work to ensure the right homes are getting the right upgrades to prevent repetitive breakdowns and our gas surveyors have been running a proactive MOT service for those of you who have had repeat breakdowns on your heating systems to assess and address the problem.

On average it took 24 days to resolve your complaint, but if your issue was particularly complex it took around 53 days. We know this is too long and so we’ve been working with customers on the Independent Customer Panel (ICP) to see how we can improve the complaints process, as ICP member Ian Macadie explains:

“Having reviewed customer complaints as an ICP representative for a number of years, I welcomed the opportunity to get involved in improving the way things were handled. There were a couple of specific issues that we felt needed to be addressed. Firstly, customers told us that they felt they were passed from pillar-to-post during the complaints process. And secondly complaints were taking too long to be resolved.

“Through the ICP and CCN we’ve helped to reshape the service. The number of stages in Bromford’s complaints process has been cut from 5 to 2 and a customer solutions team has also been launched. We’re hoping that now there’s a single team for dealing with all complaints and the process is shorter, customers will see a reduction in handling times and reduced stress levels for customers who are dissatisfied. We believe that complaints should be resolved as close as possible to their point of origin.”

So how are we trying to improve?

We want to understand your issues and put things right so our team leaders and contractors have been focusing on what’s gone wrong when you tell us you’re not happy, by calling you back to find out the details of what went wrong. We’re also doing work to ensure the right homes are getting the right upgrades to prevent repetitive breakdowns and our gas surveyors have been running a proactive MOT service for those of you who have had repeat breakdowns on your heating systems to assess and address the problem.

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When you contact us with

issues, we want it to be easy for you. You should feel we listen to you and do everything we can to sort things quickly. We recognise you need the choice of how and when you contact us.

We receive too many complaints about the quality of our work in your home.

We’ve improved the self-service area of our website, as more of you are now choosing to go online. We’ve also focused on reducing the amount of time you have to queue when you call by investing more in colleague training and making better use of our technology. The training is also helping colleagues to resolve 84% of your enquiries at first point of contact.