Scrutiny Panel November meeting

Spotlight on…

The panel welcomed the involvement of Karen Rosser, Executive Director of People, and Neil Davies, Chair of the Hendre Board, who provide direct support and act as a vital link to our board. This collaboration highlights the board’s commitment to not only listening to customer feedback but also ensuring customers can actively influence services and witness meaningful changes.  

Additionally, Charlotte Whitney, Head of Customer Experience and Communications, and Michelle McGregor, Customer Engagement Officer, play key roles in facilitating the panel sessions, ensuring smooth and productive discussions. 

They shone a light on: 

• Communication – Are we getting it right and are we learning from previous feedback? 

• Repairs performance – What are our stats telling us?

Communication – Are we getting it right and are we learning from previous feedback? 

Prior to the meeting, panel members looked over the results from the 2023 STAR survey, this included comments shared by our customers. The panel welcomed Chris Davies, Customer Experience Manager who will be focussing on the feedback from our customers. 

Summary 

Hafod is focused on improving customer experience and communication, responding to feedback, and addressing key challenges like call response times, contractor communication, and service efficiency. While we haven’t increased the number of customer service colleagues, we aim to meet the 90-second call response target by cross training colleagues in both call handling and admin roles, ensuring flexibility during peak periods. We’ve also implemented new processes such as repair follow ups, contractor checks, and customer spot checks to enhance service, without expanding the team.  

Additionally, a new Contact Management System and updates to our telephone handling system will help us provide better communication, including call-back options and estimated wait times. 

In response to contractor communication concerns, we’ve trialled a new app for inspection photos and introduced more rigorous tracking of work orders. Surveyors now review orders post visit, and we conduct weekly reviews with contractors to confirm appointment and completion dates before payments are made.  

Satisfaction surveys and a new reactive repairs procedure are also being used to track performance and improve service. These steps, alongside the development of a new customer portal and automated feedback systems, are all part of Hafod’s broader strategy to enhance service delivery and customer satisfaction. 

Repairs performance – What are our stats telling us?

The panel welcomed Chris Davies, Customer experience Manager and Mark Williams, Assistant Director of Assets who will be responding to the panel’s questions.  

Summary 

Customer Experience team KPIs: The suggestion was made to focus on 4 key KPIs, with an emphasis on under-promising and over-delivering. The chosen KPIs, such as resolving queries at first contact, were selected for their relevance, with team input ensuring alignment with goals. 

First time resolution vs. specific targets: The focus remains on balancing targets with excellent customer service. While targets are important, the priority is service quality, particularly for vulnerable customers who may require longer call times. The call-back facility will be reintroduced to help manage queue times. 

Promoting quieter periods and trends: The suggestion to share information during quieter times is acknowledged. Additionally, a new customer portal will allow customers to track cyclical programs and upcoming work, reducing the need for calls. 

Get Involved