Page 4 - PDF Annual Report 2017 -2018

IMPROVING

CUSTOMER

SATISFACTION

Providing good customer service is
important to us all at Muir.

We are constantly looking to improve in all areas to make

sure residents remain happy in their homes.

In 2016-17 our Customer Service Team The number of complaints we received in
received more than 74,900 calls. 2016-17 fell by 45% on the previous year –
from 278 to 150.
On average, we answered your calls after
13 seconds. #responsive This is also reflected by the results of our
Resident Satisfaction Survey.

88.9% of residents responding to our
2016-17 survey were satisfied with the
service Muir delivers.

90% of residents were happy with the
overall quality of their home while more
than 85% were happy with the way we
deal with repairs.

Many of you will also have spoken to your
Tenancy Services Officers via their direct
lines when necessary.

This enables you to have a closer relation-
ship with them and build even more trust
in the services Muir provide. #caring

4 Contact Muir’s Customer Service Team on 0300 123 1222