Project

Improve the customer experience of raising a repair to a Hackney property


April 2018 - June 2018

Status: Closed

Details

Hackney has approximately 32,000 tenants and leaseholders. Hackney's repairs contact centre (RCC) receives 171,000 calls per year, which are roughly split between new requests and calls following-up existing requests. This is one of three projects to improve repairs.


Phases

Live


Research documents

Customer journey map

Insights