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June 21st 2010
TENANT PARTICIPATION IS KEY AS COAST & COUNTRY INVESTS ITS SERVICES
Coast & Country, one of the largest housing and regeneration companies in the North East, has launched an investment programme to further improve its services to tenants.
It has spent £250,000 on hi-tech equipment, including state-of-the-art computer software and handheld palm top computers, as part of the creation of a new look property maintenance service.
An online reporting system has been introduced to make it easier and more convenient for tenants to report repairs. The simple-to-use online tool has a series of pictures illustrating areas of the home where householders can literally pinpoint where and what repair is needed.
Further improvements to the service involve job information being relayed to Coast & Country staff out in the field via personal digital assistant (PDAs) devices
Improved response times are a result of the investment with emergency repairs being dealt with within four hours and urgent repairs within three working days.
For those who do not have access to the internet, there is repair diagnostic advice in a property maintenance handbook. Repair requests can be telephoned in to a call centre team ready to log the information into the system.
Coast & Country has also has launched a new-look housing management provision named tenant services, which is aimed at providing a more personalised level of care.
Changes include:
- Those renting a Coast & Country homes being allocated a personal tenant adviser
- Help and support to deal with any matters arising during the tenancy
- The ability to make appointment outside normal working hours if necessary
- Tenants having access to budgeting, money and grants advice
- Helping tenants fulfil their potential and develop their skills through information about training opportunities and community groups
Iain Sim, Coast & Country Chief Executive, said: “One of Coast & Country’s priorities is to continually improve and develop our services to make sure they meet the needs of our customers.
“With both the tenant and property maintenance services, staff and tenants have worked together to come up with the best approaches and procedures to further enhance what we provide throughout our communities.
“Coast & Country believes tenant consultation plays a vital role in helping it shape its services for the future.”
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