Customer Stories

United Living Property Services

United Living Property Services takes a customer-centric approach with live ETA tracking and two-way communications.

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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

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. 

The Localz solution

Customer notifications and ETA tracking

ULPS are now able to send a short survey to their tenants via SMS once the appointment has been completed. Previously they were reliant on the engineer completing this information on behalf of the tenant. There was doubt as to the accuracy of this information but as Jonathan Evans, Business Improvement Manager at ULPS explains, these concerns have been completely removed:

"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."

ULPS estimate that the real-time appointment updates have reduced their no access appointments by 45%. Jonathan expands on this further:
"The difference we have seen has been significant and the results have been really beneficial to our business. We have improved productivity, both on the road and in the call centre, and reduced associated re-work time such as additional travel and time spent contacting customers to rebook appointments."

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