Here are a few more examples of what we have learned from your feedback.
Customer Experience
Improved procedures
There was a delay in responding to an email that was sent to the trust inbox. The Customer Experience Manager reminded all Advisors to ensure that all communication from the inbox is checked thoroughly and to send on all relevant information to the correct team. Staff training was given at the November team meeting and spot checking as part of the monthly quality checks which is feedback to the Advisors on a monthly basis.
Compliance
Improved processes due to delays to works
Customers need keeping up-to-date about appointments, repairs and to help manage their (customer) expectations, especially during peak periods. Contractors must also prioritise jobs more effectively. This is now being monitored to avoid lack of communication happening.
Repairs
Improved communication
Lack of communication and record keeping for referrals sent from repairs to assets teams caused complaints. The learning is to ensuring a repairs representative attends the Asset weekly meetings. This is to make sure the records of referrals are correct and up to date.
Estates
Delays to works
Contractor delay - due to other, higher priority jobs (safety concerns). the customer should have been advised of new deadline. Deadlines are now added to job details and are to be monitored and advise customers if delays incurred.
