One of the most important factors in the success of any Bowater Projects installation programme is the engagement and involvement of tenants. This may start in the planning stages, with public open meetings and forums with tenant representatives...
One of the most important factors in the success of any Bowater Projects installation programme is the engagement and involvement of tenants. This may start in the planning stages, with public open meetings and forums with tenant representatives.
At design stage, clients may also want tenants to be offered the ability to choose specific designs and colour ways from a pre-selected palette.
Once the programme is ready to start, regular and detailed communication with residents is essential, ensuring they know what is happening and when, throughout all phases. It is also important to mediate and resolve tensions and occasional conflicts of opinion.
Once installation starts, it is vital that teams operate to clear procedures and guidelines when dealing with residents.
Simple factors like punctuality, having an identity badge, politeness and maintaining a clean and tidy area, minimising disruption, all play an important role.
Taking the time to explain how handles and locks works or simple cleaning and maintenance routines also pay dividends in terms of tenant appreciation.
Finally, it is important that residents are questioned about the level and quality of service they have received and their overall satisfaction rating. This report must be a “living document’ where any low scores are identified, analysed and remedial action taken.
Typical survey questions
- Did Bowater Projects make & keep your appointment?
- Did the installers show you their identity badge?
- Were you treated with politeness & courtesy by the installers?
- Did the installers wear a uniform?
- Did the installers leave your home clean & tidy?
- Are you satisfied with the overall installation of your windows?
Bowater Projects regularly achieve tenant satisfaction scores of 98 and 99%.
