WORKING TOGETHER TO SOLVE TENANTS’ HEATING PROBLEMS
When Shepherds Bush Housing Association were looking to increase their knowledge of dealing with tenants heating problems, Vokera offered the perfect solution.
A bespoke troubleshooting course was put together by the Vokera training department to meet the company’s exact training requirements.
The course was attended by 18 members of housing staff, male and female, from the housing group’s property maintenance section.
With a housing stock of around 3,000, the dedicated staff were keen to learn more about how boilers worked and how to diagnose and overcome problems quickly.
Peter Edmondson, the technical trainer who delivered the course explains: “Among the things that we taught them was the questions they needed to ask customers who were having problems with their boilers.
“If the call handlers can find out the basics of the problem, it is possible they can diagnose it over the phone and even, in some cases, it may be as simple as guiding the tenant through pressing the reset button. We look at real life situations and how to handle them.
“By asking the right questions of the tenants, the repairs desk handlers can also gather useful information about the problem. This can then be passed to their engineer. If they are aware of the problem, they can go to the job prepared, with the correct equipment and spare parts for the job. “The job can be done quickly and efficiently and the customer’s problems can be resolved.”
SBHA Maintenance Co-ordinator Heidi Allen said those attending the course ranged from repairs desk workers to maintenance and building surveyors.
“The course was bespoke, gave us a good overview and was suitable for all levels of people. It covered fault finding and what signs to look for with any problems so that we can ask tenants the right questions and resolve the problems quickly.
“This course has made handling the calls easier as we now have a better understanding and knowledge of boilers.”
Shepherds Bush Housing Association has a housing stock of around 3,000, with the vast majority of homes now installed with the Vokera brand.
This bespoke course is just one example of Vokera providing a tailored course to meet the needs of a client.
As well as bespoke courses, Vokera also runs a range of product and efficiency courses. There is a dedicated training school at the company’s head office in London Colney, as well as regional training centres across the UK.
For more details about Vokera’s training opportunites or the range of products on offer, visit www.vokera.co.uk or call 0870 333 0220.
