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CarillionAmey improvements aiming to deliver abetter service

By Rosie Brown, Senior Communications Manager

This past winter,weknow that some RAF families have experienced problems with our heating service and we want to let you know what we are doing to make it better.Our improvement plan is in its early stages but we are certain that given time to bed in these changes will make adifference. They are:

People: We’re bringing in around a 100 new people; more operatives to undertake your repairs; more managers to lead the teams; more Accommodation Officers to help you when you move home; more helpdesk advisors to assist you; and more administrators to assist everyone in the business.

Training: From here on, all new and existing helpdesk advisors will receive better initial and ongoing technical training so that when you make that initial call to the helpdesk, they’ll be better equipped to help you.

Scheduling: Our regional gas scheduling teams have been centralised and relocated to our helpdesk and now we, rather than the supply chain, are managing them. Your heating repairs will now be scheduled more efficiently,meaning you won’t have to wait so long for an appointment. And if the operative identifies that your boiler needs apart or needs replacing the scheduling team, who now have

22 Summer 2016

schedulers, parts ordering and suppliers in their midst, can make sure that the right part arrives with you quickly, meaning there’s more likelihood of a first time fix.

We want to provide you with an effective service that means you don’t have to wait in unnecessarily,you don’t have needless repeat visits and from the minute you call our helpdesk to the moment our operative completes your repair that everything works well.

RAF FF Comment: We’re sure that everyone is pleased to read that CarillionAmey is making these improvements nearly 18 months into a new contract that promised excellent customer service from the outset. However, improvement is needed across many performance issues, not just the heating service but also, for example, response maintenance in general, complaints handling and the Move In process. We continue to bring to the notice of both CarillionAmey and the DIO examples of poor and unsatisfactory service and to press for improvements but we need you to keep providing us with the evidence if we are to have any meaningful chance of changing the processes and culture of the organisations involved. So whether you are in SFAorSLA,whether you are happy or unhappy with the service received, please let us know via or telephone 01780 781650.

Finally,remember that if you are not happy with the service you have received, you MUST complain –and make sure you get acomplaint number.

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