Housing specialists from the Army, RAF and Navy Families Federations spent Tuesday 17 May at CarillionAmey's helpdesk at Speke to see for themselves the changes underway as part of the Housing improvement plan.
Our guests were hosted by Jo Heald, CarillionAmey's Head of Occupancy Services, and were given a tour of the Helpdesk where they met members of CA's occupancy services and complaints team. They were also given the opportunity to listen in to some of the customer calls that were made to the helpdesk and observed how our teams dealt with them.
Later in the day, they met with CA's Regional Managers who provided an overview of the improvements that have been made over the last few months. It was a good opportunity to build on existing relationships and to share valuable feedback about any priorities or concerns they may have.
The Families Federations indicated that they are receiving fewer complaints and acknowledged the work being put into the improvement plan albeit with more work to be done including continuing to drive complaints down.
Jo Heald, Head of Occupancy Services said "It's always a pleasure to welcome the Families Federations at our helpdesk. Hopefully, they see first-hand the passion and desire we have to provide an effective and efficient service. We don't always get things right, but we work hard and want to openly engage with customers to improve the way we do things. I was grateful to get the opportunity to share our improvement plans with them and to discuss the imminent launch of our Customer Improvement Forum where customers will contribute directly to our improvement process."
CarillionAmey continues to work closely with the Defence Infrastructure Organisation (DIO) and the Families Federations to ensure that we deliver the best service possible to our Armed Forces and their families.