Derwent Living reaches out to customers with call out week

Derwent Living customers have given the housing provider a big ‘thumbs up’ after staff spoke to over 1,000 people during its recent customer call out week.

It is the first time that the Derby-based company carried out the special customer service week.

Almost every member of the 140 staff based at the head office, from the chief executive to the admin teams, were tasked to call 25 people each to find out if they were happy with the services being provided.

In particular, the housing provider targeted customers who had the least contact with the organisation.

Of the people called, the teams managed to make contact with 1025 people in total and 65 per cent of those contacted made positive comments about Derwent Living, with the rest only having single instances of dissatisfaction and for the vast majority of customers it didn’t reduce their overall satisfaction with the company. While 94 per cent of residents said that they would recommend Derwent Living to a friend or family member and 90 per cent said they were either very or fairly satisfied with the services provided to them.

Chief executive Peter McCormack led the way on the phones, he said: “Keeping in touch with our customers and ensuring that we take on board what they think to our services is paramount to us at Derwent Living. Especially during such a difficult period, people may have concerns about financial issues, such as paying their rent, and it can be reassuring for them to speak to someone over the phone to find out what help is available.

“It is important that we aim to be a customer focused organisation and the results and comments from the week show a very positive trend as the information we have gathered, has been recorded and will be used in any customer feedback.”