 LHA ASRA
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"As an organisation LHA-ASRA is resolutely focused on continually improving customer satisfaction. As the main point of contact with our customers, our objective is to deliver a comprehensive service by dealing with 70% of all enquires first time.
We are proud to have achieved Top 50 Call Centres for Customer Service status in 2009 and have used the feedback from the programme as an opportunity to benchmark ourselves with our peers, both inside and outside the social housing sector.
Our customer satisfaction ratings demonstrate that the robust and rigorous criteria of the ‘Top 50’ programme have enabled us to raise our game and consistently improve our customers’ experience"
Michaela Marcham, Head of Customer Services at LHA-ASRA
"The drive to achieve excellence has had a domino effect on the business with all departments now aiming to deliver the highest level of service"
Anil Majevadia , Group Customer Care & ICT Director, LHA-ASRA
The mission of the LHA-ASRA housing and regeneration group is to build better homes, better communities and better lives.
The Group manages more than 11,000 homes across the midlands, Greater London and the south east, providing a range of services including homes for affordable rent and shared ownership, residential care, supported housing, community regeneration, and furniture recycling.
The Customer Service Team’s 30 telephone agents handle over 385,000 contacts each year, supported by a team responsible for reporting, service delivery, quality, audit and resource planning. As the first point of call for customers, the centre assists customers with enquiries ranging from repair requests to support in tackling antisocial behaviour.
Service 24, our 24-hour telecare service, provides mobile warden services to handle emergencies and support vulnerable residents. This service has achieved the Telecare Services Association’s accreditation levels 1, 2 and 3, placing the centre among the top 11% contact centres in the UK of its type. Service 24 is also contracted by other external agencies to provide telecare support.
With the goal to create a centre of excellence, the combined services are 12 months into an intensive improvement programme which has been developed and implemented in partnership with our customers.
We were proud to achieve ‘Times Top 50 contact centre for customer service’ status in 2009.
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