Listening to our customers – and improving
One couple, who are Dumfries and Galloway Housing Tenants, got in touch recently with a very important message for Saltire.
Margaret and Gordon McGuire contacted DGHP to let them know about their experience of an emergency heating repair – to help improve future services and help other customers.
Mrs McGuire said: “If you have an issue or a problem with the services provided by DGHP, just tell them. It’s the only way they can help or change things for the future. And they do listen. We contacted them and they’ve taken our comments on-board, they’ve made changes and we hope these will benefit others.
“We got in touch, not to complain but to try and make things better. We were very happy with the service, the engineer who attended and everyone on the phone, but it’s about listening and improving.”
Earlier in the year, during the colder months, the couple found themselves with no heating, on a Sunday morning during ‘out-of-hours’.
Our engineer attended the property within the stated timescale. However, within a matter of minutes the heating broke down again. Our engineer didn’t have the parts available and they had to be ordered in. The family were left with two heaters, but it took five days before the new part could be fitted and the heating working again.
Due to health issues affecting her circulation, this left Margaret feeling very cold and uncomfortable in her home.
As a direct result of their feedback and letter, Saltire and DGHP have put a number of improvements in place, with immediate effect.
Rebekah Jarvis, Saltires Director of Project and Business Resources, said: “It’s been invaluable to hear from Mr and Mrs McGuire and to hear what a difference these things would have made to their experience. That’s why we’ve taken on-board their comments and changed what we do now.”
David McLachlan, DGHP’s Contracts Manager, added: “It’s been really encouraging to hear the comments as we can really understand what we could have done better.
“We do listen to our tenants and they can really make a difference to improving services. We believe the changes made will benefit other tenants – all thanks to Mr and Mrs McGuire.”