Our senior team are incredibly proud to announce we won the Excellence in Customer Service category at the recent CIH All Ireland Awards for our Repair Appointment Process.
Excellence in Customer Services- Choice Services Ltd Repair Appointment Process
Choice Services are the in-house service provider for Choice Housing and have continued to grow, meeting the challenge of maintaining over 4,700 homes. Choice Services’ success is directly linked to a strong “tenant first” culture. Extensive engagement with tenants highlighted the need for improvements around repair appointments. The team understood that improving this customer journey would benefit tenant and business alike. A new system and processes were implemented to give tenants more control over the repairs process, and in doing so reduce complaints, increase efficiency and raise service delivery standards.
Choice Services have found this proactive approach ensures any problems identified are less likely to escalate, and more likely to be resolved to the tenant’s full satisfaction.
Examples of tenant feedback include
“The guy was very helpful and cleared the problem promptly .”
“Very friendly helpful staff John couldn’t have been nicer .”
“Very good same day service worker very pleasant and clean work .”
The Repairs Appointment process has been transformational on the service. There is cohesive communication between Choice Services and tenants, reduction in repairs “No Access”, increased levels of satisfaction and improved customer service. Choice Services currently receive 120 – 150 feedback surveys each month. Where the Tenant also raises an issue not directly linked to the repair, this is passed to the Housing Officer.
Choice Services values this integrated approach and will build on it to continue to lead the way.
James Sterling Managing Director Choice Services:
“Tenants are pleased with the service as they have more ownership of the process; get appointments at times that suits; and can raise other issues that can be addressed quickly and to their satisfaction. Choice Services are happy with the resulting reduction in complaints and no access visits as well as the increase in customer satisfaction. Staff are happy because our tenants are happy and we look forward to extending this to more customers”.
