RHP wins Customer Experience Award for unique approach
South-west London based housing provider Richmond Housing Partnership was awarded a Customer Focus Award at the Customer Experience Awards last week, in the category GOVERNMENT/PROFESSIONAL SERVICES AND NOT FOR PROFIT.
The UK Customer Experience Awards recognise and celebrate the very best in customer experience across all sectors. RHP demonstrated how its ‘sundown’ approach to resolve, not just acknowledge customer queries on the same day has led to increased performance and levels of customer satisfaction. Sundown was launched to give customers more autonomy and reduce repeat calls, freeing up employees to solve more complex issues and support customers to access online services from the comfort of their own home.
The Customer Experience award came in the same week that RHP increased its UKCSI score and came first for friendliness, beating retail giants John Lewis. As part of its vision to be one of the best service providers in the UK, RHP is aiming to get into the UKCSI top ten (retail non-food) by 2018. Sundown has led to a 20% reduction in calls and at least a 53% increase in repairs booked online by customers. This speed of response is vital for helping the organisation achieve its UKCSI ambition.
For more information about The Customer Experience Awards and to see the full list of winners, go to www.c-x-a.co.uk.
RHP (Richmond Housing Partnership) is a London based housing company that provides affordable homes. We manage more than 8,000 properties and 22% of our customers are leaseholders. RHP has 18 retirement schemes and 1 Extra Care scheme. Established in July 2000 following a stock transfer from Richmond Council, we are regulated by the Homes and Communities Agency (HCA), a member of the National Housing Federation and a charitable registered society.