Kier celebrates 100% positive customer feedback
Published by Elizabeth Pokorny for Kier Services in Housing and also in Communities
Pauline West and Darren Crouch
Leading repairs and maintenance provider, Kier, is celebrating a full house after receiving 100% positive customer feedback for both the repairs & maintenance and emergency response services it delivers to 12,000 council-owned homes managed by L&H Homes across the east and west midlands.
Customer satisfaction continues to improve year-on-year with Kier consistently exceeding its agreed repair service target of 92% satisfaction. The company, which employs 96% of its local workforce from the surrounding area, achieved a 99.6% success rate of keeping scheduled appointments.
Kier has a strong focus on customer care and develops its service to ensure tenants’ needs are met through the company’s initiative of engaging with, listening to and acting on customer feedback.
Kier’s senior operations manager for maintenance, Heidi Thompson, said: “These positive customer feedback results are testament to the hard work of our customer team, who bridge the gap between our residents and operatives. They enable us to continue our primary focus of excellent customer service and ensure residents are at the heart of everything we do.”
By working closely with residents, Kier’s dedicated customer team continues to improve its service through a range of initiatives. Earlier this year, Kier held a customer satisfaction workshop for tenants, repairs staff and L&H Homes board members to meet and discuss issues, what is working well and priorities for the next 12 months of the contract.
To help provide excellent customer service, and foster sustainable communities in the areas in which it works, Kier provides apprenticeship and training opportunities to local people. In 2012, the company celebrated the successful completion of more than 400 training days for employees in the area between 1 September 2011 and 31 August 2012*, equating to more than four training days per employee.
The collaboration between Kier and L&H Homes was created in April 2011 to provide repairs and maintenance to around 12,000 homes around Lincolnshire, East Anglia, East Riding and Nottinghamshire.
For more information about Kier visit www.kierservices.co.uk
*848 training sessions were held which equates to 416 training days.