Improve performance

Improve performance

CarillionAmey turns up the heat to improve performance

CarillionAmey employs a dedicated team of gas and heating engineers, all of whom are Gas Safe registered, and are qualified to work safely and legally on boilers, cookers, fires and all other gas appliances in service properties.

We know there have been shortfalls in our customer service in some areas of the country and we are working hard to put this right through the Housing improvement plan. As part of the plan, we've recruited 15 new team members and are providing more training for our staff.  

CarillionAmey now manage the new gas scheduling team, who were regionally based but are now centrally located at our helpdesk in Speke, Liverpool, helping to improve communication and efficiency. Our customer service advisors now talk to the gas scheduling team face to face, resolving issues more rapidly and ensuring better communication with our gas engineers on the ground. This means that any follow on work in your homes can be scheduled more effectively, removing the inconvenience of repeated visits.

We've introduced a new 'parts team' who liaise directly with our gas engineers so if parts are not immediately available to fix the issue, they can quickly place an order and re-schedule the job.

Helen Thompson, manages the new scheduling team and is passionate about getting things right."The changes we've made will drive real improvement in this area which will help us to deliver a more effective and efficient service. Appointments will be scheduled in a timely manner, more jobs will be completed at the first visit and any issues will be dealt with quickly. Customers should start to see the benefits over the coming months".