RSL and Housing
Registered Social Landlords (RSLs) and Housing Associations are always looking to increase the way they monitor and learn from the service delivery experiences of their tenants/ customers, particularly when things go wrong. We all know that service delivery can break down, but it is only by knowing how often service delivery breaks down and how quickly and effectively you are at putting things right, that the business can then look to amend the processes or services to stop the same problems happening in the future, ensuring service excellence is achieved.
By preventing future problems tenants will be more satisfied, there will be fewer problems to deal with and staff can then focus on other matters.
Tagish's complaints and feedback management solution provides your tenants, employees and any third parties (ie. plumbers, roofers, electricians, painters and decorators etc. - all of which could potentially generate complaints about the service delivered) with the tools they need to either record, track, manage, resolve and analyse complaints and feedback.
The benefits the Tagish solution could provide you with include:
- Managing the complaints and feedback process more efficiently ensuring complaints are resolved quickly and efficiently
- Highlighting recurring problems and areas where changes are needed to instigate service improvements
- Recording and coordinating all customer feedback by using a systemised (Group wide) approach
- Providing an advertised central point of contact where customers/tenants can record their issues
- A system that is also accessible via the web (allowing Group wide access) which can record issues, escalate and monitor them and provide reporting to the business
- Initial handling of feedback at the point of service delivery, with the aim of resolution at first stage
- Standard templates and guidance delivered across the Group
- Quality monitoring of responses to ensure consistency of response to the customer
