Our company is dedicated to delivering a high-quality service to its clients’ and recognises the importance of offering a comprehensive programme of customer liaison.
Our aim is to contribute to the highest level of customer satisfaction and we are continually looking to improve our services and always invite feedback from residents to see how we can continue to improve in this area.
city
responselimited utilises Liaison Officers who provide a crucial link between residents, the clients and ourselves.
Where Decent Homes Standard Improvements, Disabled Adaptations or Planned Works take place our Liaison Officers visit each resident at their home prior to works beginning to discuss in detail the work to be undertaken, the timescales involved and to ascertain whether any special needs or problems should be taken into consideration. This includes alleviating any concerns or following up any queries that the resident may have. We try to develop a rapport whereby we can work alongside residents and involve them in the process. At every step of the way we make sure that residents are informed of exactly what stage their own improvements are. We ensure that any communication sent out is informative, meaningful and concise and also includes full contact details of staff in our main office so that a resident can be put straight through to the relevant department and manager.
On completion of works a satisfaction slip is sent out by ourselves and all feedback is welcomed and acted upon.
Part of the service that city
responselimited feels is of utmost importance is the post-inspection of works completed by our operatives and sub-contractors, by one of our Operational Support Managers, not only so that we can ensure that the work carried out is to the high standard that we expect, but also to facilitate face-to-face interaction with residents.
With our Responsive Repairs Service, tenant satisfaction is also paramount, and dedicated managers ensure that all works carried out are of the highest quality and within the timescales which have been agreed and that our operatives are always courteous, conscientious and hard working.
Based on just some of the favourable comments and letters of satisfaction we have received, we can say that we are definitely heading in the right direction and delivering excellence first time!