HOW OUR CUSTOMER COMMITMENT IS ENHANCING YOUR CUSTOMER EXPERIENCE
OUR Customer Commitment is all about trust – so you know what to expect from us and the services you receive.
Shaped by resident feedback, it’s designed to enhance your customer experience – providing services you said matter most to you in ways that make things easier, smarter and better for everyone.
It’s been shaped by your feedback and shows how we…
· Care about you…
· Look after your home…
· Care about your safety…
· Take a genuine interest in the area you live…
· Be honest with you…
It’s all about ensuring you great customer service, so your customer experience is one you can enjoy. You can learn more about it here: www.muir.org.uk/our-customer-commitment
Some of the things we’ve been doing to improve include:
Making it easier for you to get in touch
Improving ways we receive your messages so we see them sooner: www.muir.org.uk/news/were-improving-your-customer-experience-however-you-choose-to-contact-us-heres-how-1829
You can now contact us via WhatsApp too: www.muir.org.uk/our-latest-news/tell-us-whatsapp-with-this-new-way-to-contact-us-at-muir-1860
Help you get the right help and advice you need to enjoy life in your home
You’ve told us the support provided by our Tenancy Sustainment Team has been really valuable to help get benefits you may be entitled to, cut the rising cost of living, minimise money worries, access volunteer work, training and more.
We’ve helped lots of people in this way and we’ve increased the size of the team so we can offer even more support: www.muir.org.uk/tenancy-support
Deliver a reliable repairs service helping you maintain your home to a good standard
We’ve seen repairs satisfaction improve since November 2023 when we started working with a new repairs provider in our East region.
That’s just part of a large repairs transformation project we’re working on to make our repairs service easier, smarter and better for you: www.muir.org.uk/news/repairs-satisfaction-levels-show-positive-impact-of-new-east-region-maintenance-provider-1916
Make sure gas, fire, electric, water and lift safety checks are carried out in the required time
We worked hard to ensure your homes and communities are safe, good quality and pleasant places to live.
See how we did with the above safety checks on Page 9 of our 2023-24 Annual Report available here: www.muir.org.uk/publications
Take positive action where Anti-Social Behaviour happens by working closely with you and partners to tackle incidents and keep you informed
You can provide anti-social behaviour (ASB) evidence to Muir in a new way that makes things easier, smarter and better.
If you report ASB to us and we open a case to investigate, we’ll send you an invite to join the ASB App via the Appstore or via the www.asbapp.co.uk website: www.muir.org.uk/news/new-antisocial-behaviour-asb-app-means-more-ways-to-tackle-it-with-muir-1903
Make it easy for you to complain and check you’re happy with the outcome
We’ve listened and acted on customer feedback to make changes to our complaints service, here’s how: www.muir.org.uk/news/were-making-our-complaints-service-easier-smarter-and-better-1871
Be upfront about our performance and what we’re doing to improve
You can be sure we’re working towards what’s important to you every day.
See how we're performing by taking a look at our Tenant Satisfaction Measures (TSMs) in our 2023-24 report, and see what we’re doing to make things easier, smarter and better based on your feedback: www.muir.org.uk/news/how-did-muir-perform-in-the-new-tsm-tenant-satisfaction-measures-1904
We’re celebrating Customer Service Week 2024 – from October 7th-11th.
If you’ve got some feedback for us, you’re welcome to contact us here: www.muir.org.uk/customer-feedback-form