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New council service for residential property queries
26/08/10
Edited by Sophie GriffithsCouncil housing residents in Stoke-on-Trent are preparing to benefit from a new point of contact service that aims to improve response rates for tenants with residential property queries.
As part of the initiative, Stoke-on-Trent City Council's housing maintenance contractor Kier Stoke will provide office space for seven council contact centre employees in a bid to deal more efficiently with problems and enquiries from social housing residents.
Kier Stoke operations director Jane Spellacy told 24dash.com that the firm has looked at how to integrate its service and improve response rates to tenants, adding that she is excited by the enhanced support the team can now deliver.
"Our electricians, plumbers and carpenters, as well as residents, have actually helped to design the new contact centre system and their views have played an integral part in making the pilot happen," she explained, adding that feedback from a 300-home trial has been "extremely positive".
The pilot scheme will centre on 6,000 properties in the centre of the city and if it proves successful, could be rolled out to other council houses.
