Service Excellence

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Stone Lodge Group

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Service Excellence

Communicating with tenants is a really important part of delivering services to clients. So we have developed the Service Commitment which applies to all Stone Lodge customers. This sets out a series of standards that staff are expected to follow in terms of, for example, answering telephones, calling people back when they have left messages and answering queries politely and fully.

The Service Commitment explains exactly what standards tenants can expect when they contact us and customers helped us draw these up.

For a full copy of our Service Commitment please email info@stonelodgegroup.com

Satisfactory Survey

What is your name? *
What is your address? *
On what date was your repair carried out? *
What is the Works Order number? (You can find this on the information sent to you)
How satisfied were you overall with the service you received? *	Delighted Pleased Unhappy Very Unhappy
How satisfied were you that you were given the information you needed about your repair? *	Delighted Pleased Unhappy Very Unhappy
Did the operatives arrive on time? *	Yes No
How satisfied were you that you were treated fairly and as an individual? *	Delighted Pleased Unhappy Very Unhappy
Did the operative show ID? *	Yes No
How satisfied were you that the Association and its representatives were polite and helpful? *	Delighted Pleased Unhappy Very Unhappy
How satisfied were you with the quality of the work provided? *	Delighted Pleased Unhappy Very Unhappy
Was the work completed within a reasonable period? *	Yes No
If you were not happy with any aspect of the service, how satisfied were you that we rectified it? *	Delighted Pleased Unhappy Very Unhappy
Please make comments about the service? How could it be improved?
Can we contact you from time to time to gain your views about proposed improvements to the service? *	Yes No

Service Standard Improvements

We have implemented a new approach to monitoring our customer service and communications. We have an external company that makes calls to randomly chosen Stone Lodge staff to see if staff are meeting our service standard. The company reports back on how quickly calls are answered, how polite Stone Lodge staff are and whether queries are dealt with effectively and efficiently. Constantly monitoring our service ensures that we keeping improving it.

Results have been promising and shows the progress we are making towards delivering good customer service.