RBH drives up customer service

Panel members Marlene Johnson and Frank Altham review an RBH customer letter

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RBH celebrated National Customer Service Week by coming together with customers and members to find ways of further improving the quality of service it provides.

The mutual housing society, recently named as one of the top landlords in the country by 24 Housing magazine, believes that customers’ views are key to raising standards and held a series of events to engage with residents.

Highlights included feedback sessions where members of RBH’s customer panel commented on the way the society communicates with customers by phone and letter.

In addition senior managers went ‘Back to the Floor’ working alongside colleagues such as neighbourhood housing officers, wardens and community clean-up teams around the borough.

The week ended with special certificates being presented to employees who had been nominated by customers and colleagues for the excellent service they provide.

Ironically the week saw the society’s customer service procedures tested to the full when, due to technical issues outside its control, customers were unable to call on its usual phone numbers for much of Thursday and Friday.

RBH kept inconvenience to a minimum by setting up temporary numbers which were promoted via its website and social media channels.

Barbara Roberts, a member of the customer panel, said: “National Customer Service Week was a great way of giving customers the opportunity to have their say on the way that RBH operates.

“One of the great things about a mutual society is that everyone has the chance to help shape its future and the feedback sessions I attended were a great example of this.”

Joanne Hill, RBH Contact Centre Manager, said:“Everything we do as a mutual society is aimed at bringing customers and employees together to strengthen our communities so it’s vital that we know what customers think of the services we provide.

“We gather feedback throughout the year but this was a great way of focusing attention on the value of working together.

“I would like to thank all the customers and employees who took part in the events - everyone working together to look at how we improve will be of great value in ensuring that customers receive the best possible service.”