Reporting on housing conditions & repairs

What is the problem?

• No communication of ranking criteria • Just AM or PM slots • Late?• Delays caused by bad parts management• internal communications• Difference between 'wear & tear' or broken

through negligence• Laws being imposed without thought

It's a complete maze!

Why prioritising/communications?

• Better comms• More warning of visits• Less time impact on customer• Less customer frustration• Local numbers/sms's to communicate• Less time wasted sat around• Less customer service time per customer• People get spoken to in appropriate language

– Consultation - but published so points can't disappear– Capturing the information (inc. ESOL requirements)– Technology processes & prioritises depending on

criteria/urgency (ESOL flag retained)– At end of closedown of day, customer gets notification of

time slot depending on 3– Engineer gets info sent to him– He communicates job progress– On closing previous job on system, system auto sends

notification to next customer of estimated time of arrival using Google via sms (if ESOL issue identified at 2. call centre to contact customer in appropriate language)

Prioritising jobs & communicating effectively