Pictured above: Peter McCormack
Derwent Living customers have given the housing provider a big
'thumbs up' after staff spoke to over 1,000 people during its
recent customer call out week.
It is the first time that the Derby-based company carried out
the special customer service week, which saw everyone from the
chief executive to the admin teams, (over 100 staff members), call
2,800 people during one week.
Almost every member of the 140 Derwent Living staff based at the
head office were tasked to call 25 people each to find out if they
were happy with the services being provided. In particular, the
housing provider targeted customers who had the least contact with
the organisation. Of the people called, the teams managed to make
contact with 1025 people in total.
65% of those contacted made positive comments about Derwent
Living, with the rest only having single instances of
dissatisfaction and for the vast majority of customers - it didn't
reduce their overall satisfaction with the company. 94% of
residents said that they would recommend Derwent Living to a friend
or family member and 90% said they were either very or fairly
satisfied with the services provided to them.
Chief executive Peter McCormack led the way on the phones, he
said: "Keeping in touch with our customers and ensuring that we
take on board what they think to our services is paramount to us at
Derwent Living. Especially during such a difficult period, people
may have concerns about financial issues, such as paying their
rent, and it can be reassuring for them to speak to someone over
the phone to find out what help is available.
"It is important that we aim to be a customer focused
organisation and the results and comments from the week show a very
positive trend as the information we have gathered, has been
recorded and will be used in any customer feedback."
Derwent Living manages more than 11,000 properties in the
Midlands and South Yorkshire. Derwent Living's property portfolio
includes affordable housing, student living, Easy Living homes to
rent or buy and retirement housing. Derwent Living also manages a
refuge for women escaping domestic violence in Derby, a home for
particularly vulnerable older people and a Derby scheme for Asian
elders.
For more information about Derwent Living, please visit their
website here:www.derwentliving.com