Getting it ‘right first time’ – Achieving excellence in repairs reporting and diagnostics for frontline officers

At a time when resources are stretched to their limit but service expectations continue to grow, the repairs reporting service – an important key to achieving ‘excellence’ in service delivery – faces increasing scrutiny.

The session covers what works well, why and how in terms of telephone etiquette and the prerequisite qualities needed to deliver a customer-focused, efficient and value for money service.

What participants will learn:

• A sound understanding of housing construction and repair and maintenance terminology in everyday use
• How to diagnose the most common building faults either through observation or effective diagnostic questioning across the main building trades such as brickwork, carpentry, plumbing, electrics and the like
• How to interpret and translate customers’ repair requests with a greater degree of accuracy and make valid assessments across such diverse issues as procedure and protocol associated with equality and diversity, discretionary repairs, re-chargeable and emergency issues
• How to embed a ‘right first time’ culture and thinking into activities and processes
• How to communicate more effectively with both knowledge and confidence to interested parties of varying technical ability
• That the collection of appropriate information and offering of appropriate advice is key to ensuring the maximisation of
  resources and protecting landlord’s legal, moral, health and safety responsibilities.

Who should attend?

Customer contact centre staff, housing officers, clerical/admin staff, performance and/or quality officers, estate and neighbourhood staff, supported and sheltered housing officers, caretakers and wardens, tenant liaison officers, contractor/DLO employees and other interested parties.

Our Trainer:

Facilitated by Wayne Anderson, expert lecturer, national conference speaker, chartered surveyor, arbitrator and consultant, the sessions are lively, colourful and interactive and are based on extensive experience gained over 25 years with best practice organisations involved in the housing repairs andmaintenance sector.Wayne has a reputation for simplifying complex issues and encouraging frontline staff to develop a deeper understanding of maintenance issues that can be applied confidently on a day-to-day basis

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package please contact us by emailing training@hqnetwork.co.uk