Dunelm Property Services has dedicated Customer Care staff who work as an integral part of the construction team. Our Customer Care Advisors provide a tailor-made service to suit the needs of both the client and the resident, from initial contact with residents prior to choices being made, through the works, to carrying out the satisfaction survey.
The Health, Safety and Welfare of residents has top priority and before any work begins details are gathered from the client and the resident in order to identify specific needs and action taken to accommodate the needs identified. The information is also used to draw up individual risk assessments for each property.
Project-specific Residents’ Information Packs are put together after consultation with the client. The Customer Care Advisors ensure the information, which is written in a jargon-free, user-friendly way, is fully explained to the resident. The pack includes information about the following;
- The Project
- The role of the Customer Care Advisor
- Health & Safety Advice
- Our Promise to Residents
- The Site Team
- Customer Satisfaction Surveys
- The Maintenance Team
We recognise that this may be a stressful time for residents and their expectations and concerns are taken very seriously. All members of the production staff are fully aware of the importance of customer care and they recognise and acknowledge this role as an essential part of the management function.
