Customer Service Update – Summer 2024

Digital Repairs Satisfaction Survey

Thank you to everyone who takes the time to complete the Repairs Feedback Surveys following a repair.  We continue to get around 27% return and you have provided some valuable feedback on where we can do better and where we have done well.

We love sharing the compliments for the trades staff and customer service so please keep them coming!

From 1 January 2024 to 31 March 2024 the feedback was:

Overall satisfaction of works carried out by Hillcrest Maintenance:

We’re delighted to see that 96% of our respondents were either very satisifed or satsified with the overall r

epairs service and the quality of work carried out by Hillcrest Maintenance.  For works carried out by an external contractors this has improved and is 95% satisfaction with the overall repairs service and 96% for the quality of work.

Compliments:

The compliments received about our trades staff and customer service advisors have been fantastic to read again this month and here are some examples of what our tenants have said:

• “Very happy and plumber was friendly and courteous”
• “The workman was friendly and explained what was wrong then proceeded to find the best solution to the problem. 10/10 Hillcrest, thankyou!”
• “The worker who did this repair was great 👍 professional and was very civil.”
• “Service on the phone was very good . Worker doing job was very good and left no mess – very clean.”
• “The painter was very well mannered and extremely helpful. His listening and communication skills were very good. Also he is very highly skilled in his craft at his job and completed the job on time, with great cleanliness well maintained throughout our house. Thank you so much!”
• “You repair team is outstanding. These guys were an absolute joy to have working in my home. I can’t find any faults with them. The workmanship is complete perfection.”
• “The customer service representative was very polite and friendly.”
• “I feel as a disabled tenant that the back doors that keep needing patched up need to be completely replaced, but the service I received from the joiner was empathic to my situation, he was extremely helpful and great communication.”

Customer Service Team Update

Key highlights of the customer service team from 1 January – 31 March 24 are as follows:

• Total telephone Calls answered: 19,152
• Housing and general enquiry calls answered –10,012
• Average time to answer calls – 11 seconds
• Repair related calls answered – 9,140
• Average time to answer calls – 40 seconds
• My Hillcrest App repair appointments booked – 300
• My Hillcrest app Registered users – 3,074

You can contact our customer service team through the Myhillcrest app, by email to customerservice@hillcrest.org.uk or by phone on: 0300 123 2640 (option 2) or for repair/property enquiries email repair@hillcrest.org.uk

Reminder: our customer service team have a monthly meeting on the last Thursday of the month at 2pm and are not available to answer calls. Repairs are not affected during this time.