Hillcrest Customer Service Update

Digital Repairs Satisfaction Survey

Thank you for all your feedback to our digital repairs satisfaction survey. Your input is really important to Hillcrest. It helps us to determine what is working well, and look at areas where we can improve.
The results from July to September 2023 are show below:

Overall satisfaction of works carried out by Hillcrest Maintenance:

It is fantastic to see that tenants said that 98%/97% were either very satisfied or satisfied with the overall repairs service and the quality of work carried out by Hillcrest Maintenance and our external contractors.

Feedback and areas we will improve on

• There is a lower level of satisfaction than we would like on how easy it was to report a repair, so this is something that we will be analysing further to see what the difficulties are and how we can improve that.
• Too many of you are telling us that you have not heard from the contractor by the 10 day target completion date for non emergency repairs. Our asset management department will highlight this to contractors where this is happening.
• Some suggestions have been made about adding additional repair options to the app. We are hoping to make some improvements soon to the app so look out for an update in the next newsletter.

Compliments

We love to read all the positive comments and compliments about our repairs customer service advisors and trades staff.  All the comments are shared with the staff who answered the telephone call or carried out the works and they love reading them too.   Please keep them coming!  Some of the comments this quarter include:

• “Both the lady I spoke with on the phone and gas repair man were very courteous and most helpful.”
• “Sparky was a lovely guy, very professional and cleaned up all mess.”
• “The two young chaps that came couldn’t have been nicer, knew what they were doing and left a very happy tenant.”
• “Workmen on time and very efficient and helpful.”
• “Very happy with repair and the fantastic customer service.”
• “The electrician and plumber were lovely, respectful and professional. “

Key stats from our Customer Service Team

From 1 July 2023 to 30 September 2023:

• Total telephone Calls answered: 17,405
• Housing and general enquiry calls answered –9584
• Average time to answer calls – 16 seconds
• Repair related calls answered – 7821
• Average time to answer calls – 28 seconds
• My Hillcrest App repair appointments booked – 520
• My Hillcrest app Registered users – 2795

Myhillcrest App

Do you use the MyHillcrest app? If so, please let us know if you have any feedback and we can share your comments in a future bulletin.  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 from your app store 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.

Contact us

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.