About United Living Property Services
United Living Property Services (ULPS) (formerly DW Support Services) use Oneserve for managing all Responsive Repairs. This includes covering approximately 40,000 properties and 160,000 appointments annually. In early 2020, ULPS embarked on integrating Localz with Oneserve for customer engagement.
Results at a glance
45% reduction in no access appointments
Improved customer feedback
Extra layer of operational visibility
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.
- To reduce the number of no access appointments.
- To reduce unwanted calls and
- To improve overall customer satisfaction.
The Localz solution
Customer notifications and ETA tracking
"We are now confident that the customer feedback we receive is an accurate representation of the satisfaction levels. Our new process for gathering feedback is also a better experience for everyone – our tenants feel they can be honest and our engineers have one less job to do."