Shropshire Gas Highly Commended
Shropshire Gas were highly commended by customers at the Meres and Moses ‘meet the customer’ event . The partnership was recognised and praised by householders for its project ‘Reigniting the Customer Experience’, which has improved the way local residents receive heating repair and maintenance services.
Malcolm Carter attended the Whitchurch Civic Centre events with David Challinor of Meres and Mosses to conduct analysis of feedback of housing services. Customers also gained a deeper understanding of the Shropshire Gas ‘Systems Thinking Review’, embraced to ensure that the responsive repairs service meets the needs and expectations of customers. As Malcolm Carter guided Meres and Mosses tenants through the day-to-day processes, glowing commendations were received from tenants for the Shropshire Gas ‘First Time Every Time’ policy and repairs being completed at times convenient to suit them.
Since Shropshire Gas took control of the responsive repairs and maintenance reliability has improved and contract waiting times for residents heating repairs have drastically reduced. Shropshire Gas radically improved contract performance and reliability with its ‘First Time Every Time’ policy. The average Shropshire Gas central heating boiler repair on Meres and Mosses properties in Market Drayton, Cheswardine, Wem, Ellesmere, Whitchurch is now scoring over 90% for first day repairs. On average customers now rate the service as 9.9 when asked for a score out of 10.
Shropshire Gas Director Malcolm Carter said: “We are delighted to have received commendations from our customer focused project which is achieving some excellent results. This is further testament to our working partnership with Meres and Mosses Housing Association, all designed to deliver unsurpassed gas boiler servicing and central heating repair services to social housing tenants in North Shropshire.”