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100% customer satisfaction on Lindsay Avenue in Lupset

Published 4 March 2021

WDH’s Improvements team has completed the external works on the first 16 properties at Lindsay Avenue in Lupset, receiving 100% customer satisfaction score from happy residents.

The improvement scheme, launched in summer 2020, will see 109 homes get new roofs, pointing, external wall insulation and rendering to make the properties warmer and more energy efficient, as well as improving the appearance of the properties. Work on site began in October 2020 and the team have worked hard to deliver excellent customer service to all tenants despite COVID-19 restrictions.

Some of the ways we kept Lindsay Avenue residents up to date about the works, included:

  • basing the site team on site in one of our empty properties, being accessible to all residents should they need to speak to someone about any issues;
  • identifying a central point of contact for tenants to receive a consistent and personalised service;
  • providing socially distanced site tours to show residents the work taking place;
  • organising window visits with residents who are shielding, to ensure nobody misses out on key information; and
  • engaging with tenant spokespeople in Lindsey Avenue who help to feed key information back to other residents, ensuring everyone is kept informed.

Pervez, Project Officer – Improvements at WDH, said: “The ongoing pandemic means we have had to change our approach and look at new ways of working to ensure the residents at Lindsay Avenue have the best experience during the improvements project. Some of the new measures we have trialed are a result of feedback from tenants on previous improvement schemes. We are passionate about delivering fantastic customer service and believe some of the new things we introduced on site have really helped us to hit 100% customer satisfaction. It has been a massive team effort and everyone has shown great team spirit to help us achieve this. Going forward, these are things we would like to continue on all of our improvement works to ensure we are consistently delivering an excellent service for all our tenants.”

Following the most recent site walk, Margaret from 44 Lindsay Avenue, commented: “I have been so impressed with the communication and professionalism from Pervez, Ian, the site manager, and WDH’s tradespeople. They have kept me updated every step of the way. These site walks are a great way to see what’s going on. The people working on site are a credit to WDH, they are polite and have tidied up after themselves. It’s been a really positive experience so far.”

 

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