Improving our service to tenants

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Cornwall Housing’s mobile working project has been live for four weeks. It aims to improve customer service and repairs and maintenance scheduling for our residents and the Cornwall Housing teams.

Since the system was launched:

  • We have completed 1786 visits;
  • 94% of visits were completed on time;
  • The percentage of properties we couldn’t access is down to 10% (previously 15-20%); and
  • Customer satisfaction in the new system shows results of 9.36 out of 10.

Our Response Repair team has responded brilliantly. It has provided really useful feedback for improvements and amendments to the system. The Business Support team has also adapted incredibly well, with all training on the system delivered via Teams. Everyone has remained positive and focused.

We are also seeing a good reaction from customers. Well done to everyone involved with getting the system working and in place. Our next step is to continue to improve and develop what the system can do through the next phases of work. 

If you know of anyone who is requiring a repair, this can be reported through our online portal.

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