Thanks for taking the time to tell us what you think!
Since March, we’ve been sending you texts and emails after you contact us to ask how we did. We won’t contact you every time, but if it’s been a while since you gave us a call you’ll probably get a survey the next time you get in touch.
We ask three simple questions about how satisfied you are with the service you’ve received, and your answers are helping us to shape the future of our services.
In the last few months we’ve had well over 1,500 pieces of feedback from you - and the great news is that most of the time you think we’re doing a pretty good job.
Here are some examples of the fantastic compliments you’ve given our team:
"I had a situation that I was very worried about that was handled very well. I was put at ease and we came to an agreement. The person I spoke to is the nicest and most professional person I’ve ever dealt with and she is a credit to Cross Keys Homes."
"He answered my question and even though I struggled to understand at first, he explained it to me again so I understood."
"The person I spoke to was very understanding of my circumstances and helped me to sort the issue without fuss. Cross Keys Homes have always been very good at helping and understanding people having problems and work with you to sort things out."
We’re interested in the times you tell us we didn’t get it right too. As a result of your feedback we’ve carried out more than 50 follow-up investigations to double-check we’re handling things properly the first time. We’ve also set up a group of representatives from different teams around the business to scrutinise the comments you share with us. Their job is to identify ways we can improve services and work together to make sure we deliver on our promises to you.
We’ll bring you updates in future editions of Keylines on the changes we’re making because of what you’re telling us.
On average, you score us 4.5 out of 5 for customer satisfaction!
To have your say, just reply by text or email when we send you our really simple survey. (Please note that text messages may be charged at your network rate.)
Chat to us online
Time is important to all of us and we want to help you make the most of what precious time you have. That’s why we’ve launched Live Chat on our website as a new way to contact us.
Chatting with us online saves the time of waiting on the phone and you’re guaranteed an almost instance response, giving you the extra time you need to get on with your day. You can easily chat with us live from your mobile, tablet or PC.
Live Chat is available from 9am to 5pm, Monday to Friday. All you need to do is click on ‘Chat Live’ while you’re on our website and select whether you want to speak to our Repairs Centre or Customer Services team. Give it a try next time you need to get in touch!