Proactive customer communication
The model of building ownership is changing, and residents are taking greater control. This is due, in the main, to Leasehold reform which should be celebrated as it will greatly improve the model under which our industry operates.
With increasing regulation and higher standards, there is now greater accountability on the manager and more redress when things go wrong which can only benefit the consumer and enhance the working relationships.
Trinity are in full support of the way the market is moving and with higher standards across the sector, choice is important to the customer. Trinity as a business, and our Property Managers, need to keep pace with the changing environment to give our customers confidence in our knowledge and how we operate. We train all our staff on the latest legislation and we remain proud to be fully ARMA-Q registered, being the first agent in the industry to gain full accreditation under the new ARMA-Q guidelines.
Attitudes and expectations of customers are shifting with the need to have 24/7 access to information and customer support. Modern lives can be stressful and busy enough without having to contact companies during the normal 9 to 5 office hours only. Technology now allows for more flexibility in communication and Trinity are moving with the times.
Accessible 24 hours a day
To communicate and be accessible 24 hours a day we need the right tools. Training of staff and digital innovation are paramount to improving services and the recent lockdown has shown us that technology can underpin the way society operates and how we support customers and colleagues alike.
We are constantly improving the way we communicate with our residents, contractors, and our staff to make these demands easier. We have introduced automated systems to reduce time and minimise delays and improve visibility.
Via our website, on your computer, tablet, or phone, we have made it easier for customers to report maintenance issues by simply clicking the ‘report a fault’ button which takes you to our repair reporting system which also provides real-time updates and gives greater transparency. All the information is available for our customers to see without having to ask and wait for it.
Simple & Clear
In addition to reporting issues, customers can, check statements, pay bills and generally research service charges and leaseholder information at a time that suits them with the option to elect to receive updates.
For our properties with Resident Management Companies (RMC), it provides a simple and clear way for the RMC Directors to keep updated on the status of all issues within their property via the RMC portal. This provides a simplistic way to drive information direct to our customers.
If our customers prefer to speak to one of our dedicated customer support team our lines are open from 9 am to 5.15 Monday to Friday. If you have an emergency issue outside of those hours, you will be directed to our dedicated emergency out of hours team. Alternatively customers can contact their dedicated property manager who will live local to their sites and will have a good understanding of local needs and will use local contractors to do the work.
The customer service we provide is affected by how proactive, rather than reactive we are. At Trinity we are confident we have the right tools and technology in place with the right people to deliver a first-class service and support to the industry and residential customers wherever they are based in England and Wales.
