You said, we did

We took this feedback on board and consulted with tenants to understand their needs and expectations from the app. We re-designed and re-launched the app in 2023, which has resulted in an increase in tenants downloading and using the app to report repairs. This has had a direct positive impact on our Property Customer Support Team, which experienced a decrease in the average number of weekly calls from 529 in 2023 to 446 in 2024. 

We reviewed the structure of the Property Customer Support Team. The review identified the necessity for additional resources, leading to the recruitment of three new property coordinators. Consequently, the team’s performance improved dramatically. The call abandon rate in 2024 decreased to 16.28% with an average wait time of 08:29, a significant improvement from the 2023 figures of 23.60% and 09:09 respectively.  We also saw an increase in overall customer satisfaction, rising from 80.44% in the previous year to 82.66% in 2024. 

Addressing this feedback directly, we adjusted the rota for our neighbourhood assistants to ensure consistent reception coverage, guaranteeing that someone was always available to greet tenants upon arrival. Desks were repositioned to allow neighbourhood assistants to see visitors as soon as they entered the building. The customer meeting room is also being used more frequently to facilitate private and confidential conversations. The lobby area also underwent an update to create a more welcoming and comfortable environment for all visitors. Subsequently, tenants reported feeling more welcomed, and many commented that the new layout made the lobby feel more like a comfortable living room.