Customer Service counts at Muir as residents recognise improvements
MORE Muir residents are noticing improved customer service levels as the housing association bids to better itself.
The number of complaints received from residents fell by almost 50% in 2016-17 as Muir continues to improve in all areas.
One of Muir’s chief goals is to improve even further on its already high levels of customer satisfaction year on year, and results from resident satisfaction surveys show the Association is doing just that.
In 2016-17, more than 98% of emergency repairs and urgent repairs were completed on time – with Muir’s Customer Service Team answering 74,900 calls from residents during the year.
More than 91% of residents agree that their rent provides value for money, with 90% saying they are happy with the quality of their home.
Residents also agree that Muir is doing more to listen, and act on their views, while a new Housing Management System is enabling staff to access records more easily as well as resolving more issues at first point of contact.
Muir created Service Excellence Groups to help deliver continuous improvement across all areas, as well as introducing new Performance Indicators and a refreshed Customer Feedback Framework to help implement new ideas.
Mark Pearson, Assistant Director of Communities and Customer Service at Muir, says the improved performance is pleasing to see while promising Muir will do more to ensure residents continue to benefit from high service levels.
“We are pleased that the steps we are taking are having a positive impact on improving customer satisfaction.
“Residents are noticing that changes we are making mean their views are acted on more effectively.
“The fact that we are resolving more issues at first point of contact is also fantastic, while improvements to our repairs services are also having a positive impact.
“We are more accessible on social media and our new property portal has proved very popular – giving people direct access to available properties via the www.muir.org.uk website.
“We won’t stop here though. At Muir we want to keep improving steadily in all areas so residents receive a high standard of service whenever they need us.”
To learn more about how Muir performed in 2016-17, take a look at our Annual Report.
