2020 has been an incredibly challenging year, a year that has completely changed the way we engage with our customers. However, it has also given us the opportunity to speak to more residents and trial new technology, removing some of the barriers that we have found ourselves up against by not being able to see and engage with people face to face. In some ways, it’s actually enabled us to review and accelerate some of our digital plans which will ultimately improve our customer’s experience.
We know that providing an outstanding service is part of everyone’s role within JJH and we are proud of what we have achieved this year including introducing digital meetings with residents to talk about updates within the business, daily wellbeing calls for our Independent Living and more vulnerable residents, and gaining better insight into how our residents like to communicate.
Throughout the week, we will be holding a series of events within the business looking at all things customer.
- Monday focuses on Insight and understanding our residents.
- Tuesday is capability, working in a new environment.
- Wednesday looks at Recognition, supporting the Customer Services team by recognising the work they do daily providing outstanding service.
- Thursday concentrates on Leadership, how we lead & support the team to deliver.
- On Friday, we will examine Trust, Ethics and Sustainability within JJH and how we drive these areas.
We are continuously working hard to support and listen to the voice of the customer and are proud of the progress we’ve made this year. We’ve developed ‘How 2’ video tutorials on our Money Matters website to help residents with their finances, as we understand circumstances may have changed during this time and people may need additional advice and support. We’ve launched the Fortem self-service portal to log and track individual repairs in order to provide 24/7 access for those residents who want to book an appointment as a time that suits them. We’ve held our 1st Digital Forum with residents from our Independent Living, General Let and Leasehold properties with JJH colleagues updating on the great work they’re doing as well as introducing our new Chair of the Board. We recognise for some residents that moving to engaging using technology could be daunting and we were quick to respond to that need by providing free online IT training for those who wanted to increase their digital skills, to date, we’ve supported nearly 60 residents and we are now looking at what that offer could look like in the future.
We should always celebrate success and I’m delighted to share some of our key highlights this year:
- 89% of our residents surveyed feel safe & secure*
- 83% saying they would recommend JJH to family and friends.*
*2765 residents surveyed with an 84% response rate
National Customer Services week may be an annual event but we want to continue to raise the bar on the service we deliver and drive improvements forward based on resident feedback and insight. We love hearing success stories, thanking colleagues and celebrating our achievements. I have no doubt that with JJH’s One Team ethos and desire to be market making, we will continue to excel for our residents, colleagues, and partners.