Vale of Aylesbury Housing Trust is now using Localz’ core customer engagement platform to provide real-time updates to tenants on their repair appointments and the ability to track operatives on a map.
Customers receive an SMS notification containing a 15-minute arrival window and a link to a web-based appointments portal. The portal includes an ETA countdown and a live map tracking the operative’s arrival. VAHT reported that during the first six months of using Localz, its no-access rate for repairs fell by around 40 per cent.
Andrew Rysdale, assistant director of property, Vale of Aylesbury Housing Trust, said, “We wanted to provide tenants with more leeway so that if they needed to, they could pop to the shops.”
Since implementing Localz Rate My Experience, each customer receives an SMS request for feedback as soon as their appointment has been completed. The response rate for feedback has increased, and real-time negative feedback alerts allow VAHT to identify issues and prioritise service recovery.
Rysdale said, “If you want to improve the customer experience, use Localz. We chose the platform to improve the customer experience and saw additional benefits such as a fall in missed appointments and increased response to feedback.”