Customer Focused Consultancy

Customer Experience

To understand your business from the customer’s point of view, we offer:

  • Customer journey mapping
  • Customer experience training
  • Process and procedure development to support excellent customer service

Customer Satisfaction

Having achieved excellent results in increasing customer satisfaction, we offer:

  • To undertake customer surveys
  • Survey analysis and reporting
  • Customer focus groups
  • Action Planning to increase satisfaction

Resident Involvement

Customer involvement is vital to service improvement. We are able to help you and your residents with:

  • Resident led scrutiny
  • Resident Involvement Strategy
  • Structures for involvement
  • Resident workshops and focus groups

Recent Assignments

  • Interim Head of Estates & Neighbourhoods
  • Interim Head of Facilities Management
  • Interim Head of Estates & Facilities
  • Interim Operations Director
  • Interim Head of Voids & Lettings
  • Interim Head of Neighbourhood Services
  • Interim Housing Director

Excellent Results!

Increased customer satisfaction:

  • Increased overall tenant satisfaction by 14%
  • Increased overall tenant satisfaction by 16%
  • Increased satisfaction with estate management by 12%

Staff results:

  • Increased staff satisfaction from 36% to 72%
  • Reduced staff sickness rate from 10% to 4%

Empty Property reduction and process efficiency:

  • Reduced average relet time from 47 days to 15 days
  • Reduced the number of empty properties by 200, reducing monthly costs by £250k
  • 25 day reduction in average relet time

Rent collection and rent arrears reduction:

  • 4.75% to 2.05% reduction in rent arrears
  • Reduced rent arrears by 50%
  • Reduced rent arrears by 33%