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River Clyde buy 100 Questions for Customer Service

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River Clyde buy 100 Questions for Customer Service


Published by First Adapt Editorial Team for First Adapt Limited in Housing and also in Communities, Local Government

First Adapt is delighted to welcome River Clyde Homes as its first Scottish customer.

Created in 2007, River Clyde Homes is Scotland's newest and third largest social landlord and run by a tenant led Board. Key commitments made to tenants include investment in core housing stock of £83m and the provision of 850 new homes by 2015. 

With over 30 years experience in the housing and regeneration sector, Kevin Scarlett, Chief Executive, joined the organisation in 2012 having previously been with Salford based, Salix Homes, where he oversaw the implementation of Knowledge Maps in a drive to create consistency in the correct use of policies and procedures in their Customer Service Centre. Knowledge Maps were also used as a vehicle for keeping staff and customers informed as Salix underwent an Options Appraisal process.

Service excellence also forms a key part of River Clyde’s strategy and the organisation is shortly to go live with a new Customer Service Centre. The decision was therefore taken to implement the 100 Questions for Customer Service Knowledge Map as part of this initiative.

“Knowledge Maps are a really useful tool for disseminating information and change through the organisation",says Kevin Scarlett. "They aid accuracy and reinforce consistent service delivery”.

As the project moves forward and service delivery continues to improve, the aim is to continue using Knowledge Maps to assist staff and to further reduce errors across the organisation.

For further information about Knowledge Maps, visit the First Adapt website at


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