Customer Service Update April 2024

Digital Repairs Satisfaction Survey:

We would like to thank everyone who takes the time to complete the Repairs Feedback Survey following a repair.  We continue to receive around 26% return responses and have had 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!

The overall satisfaction of works carried out by Hillcrest Maintenance from October 2023 – December 2023 is summarised in the graphs below:

It is fantastic to see that 97% of our tenant respondents were either very satisifed or satsified with the overall repairs service and the quality of work carried out by Hillcrest Maintenance.  It was slightly lower with 92% and 93% for works carried out by an external contractors and this is something we hope will improve.

Compliments Received:

Some of the compliments written for the trades and customer service were:

• “Excellent sparky who completed the work today, very polite and easy to speak with, carried out his repairs excellently!”
• “The boiler service engineer was so polite and a pleasure to have in my flat. He was very understanding and got on with the necessary repairs which he noticed were needing done himself. Was very observant of him. I am very pleased with his standard of work and nice manners.”
• “The electrician was excellent, they did a great job. Thank you!”
• “The 2 joiners were very professional and did a brilliant job – couldn’t be happier with the work, thank you!”
• “Repair carried out within one hour of reporting. Repairs centre advisor was friendly and efficient.”
• “Very helpful customer service advisor and quick attendance by the gas boiler engineer. Very happy with service.”
• “Very efficient – from making the call within 35 minutes I had someone at my property sorting my repair, so I’m extremely happy with the service. I never expected it to be so quick and the call handler was very polite and made the call a great experience.”

Customer Service Team Update:

Key highlights of the customer service team.

From 1 October 2023 – 31 December 2023:

• Total telephone Calls answered: 17,610
• Housing and general enquiry calls answered –8561
• Average time to answer calls – 15 seconds
• Repair related calls answered -9049
• Average time to answer calls – 57 seconds
• My Hillcrest App repair appointments booked – 614
• My Hillcrest app Registered users – 2900

You can contact your customer service team through the Myhillcrest app, by email to customerservice@hillcrest.org.uk or by phone 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.

Text Reminders for Repairs Appointments:

Missed repair appointments costs Hillcrest money and wasted time.  To try to reduce no access appointments we have introduced a new text reminder service.  If you have a repair appointment booked and we hold a mobile number for you, you will receive a text message the day before as a reminder.

If you need to change the appointment you can all 08000 324888 between 8am and 4.30pm Monday to Thursday and 8am – 4pm Friday.

Please remember to update as of your new mobile number if you change it.  This can be done on the myhillcrest app or by email to customerservice@hillcrest.org.uk

 Myhillcrest App:

We are looking for your views on the Myhillcrest App , please tell us your positive thoughts so we can share your comments in a future newsletter or on social media.  We wont share your name unless you want to, but please email customerservice@hillcrest.org.uk to say what you like best about using the app or if there is anything else you wish you could do on it.

If you don’t have the app, download it today and you can report repairs and book appointments, view your rent statement, report changes to your tenancy, report anti-social behaviour and so much more.  Download it in your app store today Myhillcrest app