One of our key priorities is to make our service accessible to each and every one of our customers. That’s why we’re introducing new methods of communication in 2017. From text updates, to online portals, we’re changing the way we do things for the better.
Over the coming months, we’re carrying out a pilot to replace printed letters with text messages in the Marylebone area. These texts will inform residents of service failures during office hours (9am – 5pm, Monday - Friday). The updates will cover key issues, including communal boiler issues, lift faults and any other key messages which residents need to know about their home (for block issues, not relating to the individual property). The texts will be sent to everyone in the building where the incident occurs, so well as updating residents on site, those who are away from their home at the time (whether they’re at work, on holiday or elsewhere) will receive the updates too.
While we aim to make our service more efficient, we also understand that texting doesn’t work for everyone. So for vulnerable residents, or those who can’t access a mobile phone, we’ll provide a suitable, alternative service.
The pilot launched in December 2016. We’ll evaluate feedback to help us roll out the project across the rest of our estates.
If you’re a resident and would like to ensure we have the right details for you, or have any questions about the service, please contact your local CityWest Homes estate office .