IMPROVEMENTS WE’VE MADE TO MUIR SERVICES ARE THANKS TO YOU – PART TWO
CONSTRUCTIVE feedback from Muir residents can be the catalyst for the way Muir develops the services you receive.
Understanding your experience of the supporting services we provide is a great way to learn about what works well and what can be improved.
As part of our commitment to providing an excellent customer experience, here are more of the ways we’ve been working to enhance services during the last 12 months as a result of resident feedback.
- We improved the way we explain our repairs service to new residents so they understand exactly what it includes.
- We have started providing more detailed information in letters to residents about planned maintenance at their homes, and the timing of them, so you know what to expect and what your options are.
- The process of how we manage any outstanding repairs is more regularly scrutinised so issues are identified, and acted upon, sooner.
- In 2020, we piloted new ways to how we schedule repairs, reducing the need for rescheduling, and will use this to support further changes during 2021.
- Our ‘out of hours’ provision has been enhanced to ensure a quicker response to emergency stairlift repairs.
“We know how important our services, and the way we provide them, are for Muir residents,” Liam Radford, Muir’s Customer Experience Manager said.
“Listening to your feedback is key to making sure they suit your needs.
“We’re committed to providing an excellent customer experience and we’re always seeking to improve what we do.
“To make sure your voice is heard, join our Muir Connects group on Facebook with other residents by following the link below.”
You can join the Muir Connects conversation group on Facebook at www.facebook.com/groups/640260199792976
To learn more about some of the other ways we acted upon resident feedback in 2020-21, visit www.muir.org.uk/news/improvements-weve-made-to-muir-services-are-thanks-to-you-part-one-1433