Our Committment to Continuous Improvement
Introduction
Modern Housing Solutions (MHS) is committed and passionate about its objective to deliver works and services that are valued by the Occupants of Service Family Accommodation. Our Customers are valuable in the continuous cycle of improvements because the best information we get about the quality and the ‘Occupant Experience’ is from the Customers themselves.
The Continuous Improvement programme reflects the current goals and business focus for the future; it is a vital element of sustainable performance improvement. As part of this programme, MHS have launched a Cultural Change Programme. It has felt necessary to implement this as an organisation capable of delivering the range of services that our customers demand requires a deep rooted and carefully planned cultural change programme. This programme is about self awareness and how it affects us all. It is about our staff taking “Pride in our Services” and about them taking personal responsibility and ownership within our business and service delivery. This radical change requires the ability of employees to breakdown traditional barriers and provide flexible services. It also involves consistently challenging long held attitude and behaviours.
In the delivery of this contract we have a duty to provide the very best service to our customer and this is our opportunity to make a real difference to the lives of many. We recognise that we are part of a wide team supporting and contributing to the well being and fighting efficiency of our Service personnel and are committed to getting it right now, in order that we become the standard that others achieve.
How do we know what the issues are that our Customers face?
On a monthly average, we receive around 2,000 completed Customer Satisfaction Surveys, answer over 30,000 calls, attend numerous Family Meetings and Surgeries, analyse every individual complaint to understand the underlying cause and respond to feedback received from Representatives such as the Chain of Command, Family Federations, Housing Colonels and the HIVE. This critical feedback is invaluable as it influences our business objectives, it inspires new initiatives and it improves the overall quality of the Service Delivery.
Customer Satisfaction Results
The purpose of Customer Satisfaction Surveys is to facilitate a better understanding of what our customers think of the service they receive from MHS. Customer feedback is be utilised to identify areas for improvement within the company and also to provide a feedback mechanism on the performance of individual contractors.
We have included the results of our customer satisfaction analysis from 2008 and 2007 below:
Results from 2008
- 24,924 surveys completed and received (either by hard-copy questionnaires or by outbound telephone calls from the Helpdesk).
- 97% of Customers found their repair easy to report via the Helpdesk.
- 93% of Operatives arrived when we said they would.
- 96% of Customers were happy with the Helpdesk element of the service.
- 97% of Customers found the Helpdesk staff helpful and polite.
- 93% of Customers were happy with the repairs element of the service.
Click here to view Customer Satisfaction Results for 2008 in full
Results from 2007
- 26,122 surveys completed and received (either by hard copy questionnaire or by outbound telephone calls from the Helpdesk).
- 97% of Customers found their repair easy to report via the Helpdesk.
- 91% of Operatives arrived when we said they would.
- 96% of Customers were happy with the Helpdesk element of the service.
- 97% of Customers found the Helpdesk staff helpful and polite.
- 93% of Customers were happy with the repairs element of the service.
Click here to view Customer Satisfaction Results for 2007 in full
Continuous Improvement is in place to respond to the feedback that we receive from these various feedback mechanisms. We will not stop improving our Service, raising our standards, designing new initiatives, developing new processes. We will not stop refining our procedures, building better relationships, upgrading our systems and ultimately, we will work hard to deliver a best in-class Housing Maintenance Service to the Occupants of Service Family Accommodation.