Residents’ Advisory Group rings the changes
Leading East Midlands housing provider Spirita has instigated a number of changes its call handling service thanks to the work of its Customer Services Residents’ Advisory Group.
Earlier in the year this specialist Advisory Group was set up to help Spirita pinpoint exactly what residents wanted and expected when they contacted the organisation by telephone. Residents Yvonne Cannaby; Graham Allen; Bruce Williams; Stuart Hellen; Sandra Oswin; and Ken Peachey worked alongside Spirita personnel to identify where they would like to see changes and improvements.
The group was critical in determining what residents really wanted from the telephone service, from the options available on the automated call answering service, to the type of music heard by those ‘on hold’ and the voice recording elements.
Mike Peck, Spirita’s Head of Customer Services, said: “The work this Group has undertaken shows Spirita's commitment to involving its residents in shaping service delivery. The Group has been invaluable; we are hugely indebted to all those who sit on the panel and hope that they will continue for a long time to come.
“Key projects in which the Group will be involved, which they have identified, include Service Standards, building on the work that has been done across the Metropolitan Housing Partnership, and the Feedback System to analyse customer comments and survey responses.
“As a result of the work to raise service standards, personnel answering the phone are required to identify themselves by name and we are aiming to answer 80% of all calls within 20 seconds.
“One of the most impressive features of the Group has been its willingness to listen to colleagues' different points of view and present a cohesive, coherent argument for change, based on what is best for the customer. The teamwork is excellent, and I am sure that further services will be shaped and enhanced by this Group's contribution.”
Sallie Blair
Better Times
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