Customer Care & After Care
Understanding our customers’ needs and requirements is fundamental to the success of our business, and our operational procedures, techniques and work ethics reflect this. Lengard define customers as any individual or organisation that benefits from our services.
All client’s and customers are dealt with fairly and professionally, and are provided with clearly defined lines of communication to enable them to contact the person within our organisation relevant to their requirements. All correspondence received is dealt with in a timely fashion by the relevant manager and fully in accordance with any agreements, or contractual or statutory obligations that may be in place. Managerial staff are trained and empowered to deal with customer communications, ensuring that all complaints are recorded, action taken as appropriate, and closed-out.
Lengard has a Customer Care regime under which we measure satisfaction levels of the client and, in the case of works to occupied premises, residents. A major part of our business over many years has been working on occupied premises, which has shown that effective resident liaison is crucial to the smooth running and successful completion of such projects.
Lengard has a long experience of resident liaison and Customer care, which is strictly managed and implemented through Lengard´s full-time team of resident liaison officers. We understand that working in someone’s home requires sensitivity and a high degree of communication, so we employ dedicated people to ensure that residents are properly looked after and that work is carried out with minimum disruption. We hold periodic training sessions for our RLO’s in customer care to ensure that we maintain our high standard.
RLO’s are trained to communicate with all residents effectively and be flexible in their approach. They are aware of issues arising for the residents and are able to see these issues from the residents’ perspective. All residents are treated with respect, are involved in the decision making process, know their choices and understand how the works will affect them. The effective and positive liaison with residents enables Lengard to seek solutions that achieves the delivery of the contract and meets the resident’s needs. Adhering to a strict communication protocol, Lengard RLOs co-ordinate customer satisfaction through newsletters, surveys, benchmarking and a wide and varied community investment programme.
The details of our approach are encapsulated within our Resident Handbook, which is produced as a bespoke document for each project. This provides residents with a clear idea as to what to expect when the work commences. For example, who to contact if they have any problem or need any help, how to complain in the unlikely event that they are dissatisfied and what choices are available to them in respect of equipment and finishes to be installed in their home.
As each property is completed we ask the residents to complete a satisfaction questionnaire which is compiled in conjunction with the client. The results of these surveys are given to the client and we also analyse the results ourselves to see what areas of dissatisfaction may have arisen and how we might improve our service to eliminate any problems. The overall results are benchmarked against the dti compiled standards.