Customer Care

 

 

Serving our Customers Best Interest

At The Sovereign Group, we believe that delivering high standards of service to our customers is an integral part of our business. Good customer service and Resident Liaison is one of the most important things we can provide in today’s competitive marketplace.

To achieve improved levels of customer satisfaction, we have upgraded our customer services procedures. We now employ a full range of communication tools, quality checks and Resident Liaison training to satisfy the needs of our customer at each stage of the ‘customer journey’.

From our family business roots, Customer Care has always been at the heart of the Sovereign philosophy. Through our experience gained in 33 years in social housing refurbishment, we have developed a Customer Care Procedure that addresses the diverse issues of working in Residents’ homes; such as Methods of Communication, Code of Conduct, Complaints Procedure etc. The policy is implemented as early as possible on schemes and continues that involvement and participation throughout the life of the project.

Resident involvement should commence at project initiation stage. This is the first Partnering meeting/workshop whereby all stakeholders gain an insight into their roles, responsibilities and obligations. Thereafter Resident involvement should remain as all other Partners.

  • Initial Residents Consultation Exercises
  • Initial Resident Surgeries
  • One on one
  • Residents Meetings / Open Days / Provide samples / show house / Ongoing Resident Liaison
  • Resident’s feedback surveys
  • Set up a Suggestion Box for Residents and Operatives

Customer Satisfaction

At Sovereign, our methods in managing customer satisfaction will ensure, as far as possible that there are no surprises; with our ultimate aim of achieving 100% customer satisfaction. We recognise that customers have a voice and deserve to be treated with respect and that we deliver our work programmes to the highest quality thresholds.

We have an approach to delivering our works that ensures the customer journey with us is as positive an experience as possible.

We never take for granted that our working practices are delivering to customer expectations. We are continuously looking for areas where improvements can be made and value customer feedback and dedicate time to review such findings.

Sovereign have worked hard to develop policies/procedures/ways of working that will limit and hopefully remove the client/residents need to complain/raise concerns. We will however respect and support their right to complain and deal with the issue in an open/transparent way in a timely manner.

Clients / Residents are given a client satisfaction/Resident satisfaction form to complete to enable us to monitor the overall experience of dealings with The Sovereign Group. The data collected from these surveys allows us to feed back into our organisation the overall view our Clients/Residents have of us.

Common Courtesy

All clients, Residents, and colleagues are entitled to consideration and understanding and respect. We will:

  • Be polite and courteous at all times
  • Work within permitted hours and keep appointments
  • Have official identification visible at all times
  • Not smoke inside customers home
  • Provide necessary protection and dust sheets
  • Not drink alcohol
  • Protect gardens, plants and trees where possible
  • Behave in a proper and respectful manner at all times
  • Not use customers WC or washing facilities
  • Not use customer’s gas, electricity, telephone or tools without prior agreement
  • Not leave doors and windows unsecured
  • Park all our vehicles responsibly
  • Wear overalls and any Personal Safety Equipment provided
  • Clean up at the end of each working day and make area safe
Sovereign Group Ltd, Vale Street, Nelson Lancashire, BB9 0TA
01282 618171