United Living Property Services Takes a Customer Centric Approach

Key challenges

In 2019, as part of their Business Improvement strategy for improving customer engagement, United Living Property Services went out to market looking for a suitable provider to help ULPS improve on 3 key areas of operational activity for Responsive Repairs.

That being:

To reduce the number of no access appointments.
To reduce unwanted calls and
To improve overall customer satisfaction.

Statistics showed that a no access appointment can cost up to £50 per appointment and upon further investigation, ULPS found that a significant number of the calls they were receiving were asking about upcoming appointments or the likely time of arrival of an operative. It was therefore clear, to be able to improve both of these inefficiencies, ULPS would need a solution that could provide appointment time updates akin to those often sent by couriers.

After much research, ULPS landed with Localz.