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Contact Centre – repairs
planning team strengthened
Two new supervisors have recently joined
the repairs planning team.
Ian McPherson and Louise Jarvis both come from
extensive customer service backgrounds. They were
chosen to help lead the planning team, to streamline
and improve customer service and develop service
delivery across the planning team and trade employees
and contractors.
The repairs contact centre is the first point of contact
for PCH tenants to report repairs to their homes and
communal areas. The contact centre deals with:
• Routine repair requests to properties
• Urgent and emergency repair requests
• Heating and hot water repairs
• The handyperson scheme
• Annual gas servicing appointments
The repairs planning team
The repairs contact centre team
Contact centre staff take the initial repair request
calls from residents and book in the appointments.
The planning team oversees the scheduled
appointments with residents to make the best use of
the operativeʼs working day and also makes sure any
materials required to complete the work are delivered
on time to the correct address.The planning team
also ensures any emergency repairs are dealt with
on the day we are notified.
The contact centre provides a 24-hour emergency
response repairs service to all of our tenants 365
days a year. The contact centre team is fully trained in
customer service and can answer queries on repairs
and maintenance.
Coming soon – new repairs
and safety information
Over the next few weeks, all tenants will be receiving
new leaflets about repairs and home safety. Weʼve
updated two of the leaflets which go inside your
tenant handbook.
The Repairs leaflet details how you should report
your repair and the different types of repairs – for
example routine or emergency. Our repairs service
has changed recently so there is updated information
about appointment times and text message alerts. The
leaflets explain which repairs are our responsibility,
which are yours and what standards of service you
can expect from us.
A second leaflet, Safety, Maintenance and DIY,
provides important information about home safety –
including the loss of power, fire safety and asbestos.
You can also read about plumbing and water issues
and how to prevent condensation. We give you advice
on DIY and details about our Handyperson scheme.
Finally, there are energy-saving tips which should
also help you save money.
We made changes to our repairs service following
recommendations from the Repairs Continuous
Improvement Group, which was set up to look at how
the service was performing. Tenant Roger Lee-Smith
was part of the Repairs CIG and has also seen the
new leaflets. He said: “Everything we addressed in
the CIG has been included in the leaflets.
“We were concerned about the availability of the call
centre, the availability of evening and weekend
repairs appointments and the availability of female
operatives for female tenants. These have all been
reviewed and changes introduced.”
The leaflets are due to be posted out later this month
and are a handy A5 size. This means they can fit into
your tenant handbook along with the rest of your
tenancy information. If you have any questions about
the leaflets when they arrive, call the repairs contact
centre on 0808 230 6500.
Together, the teams deal with more than 77,000 calls
and emails a year and plan more than 70,000 pieces
of work.
www.plymouthcommunityhomes.co.uk
Autumn 2012 | PCH Newsletter 15