This document outlines an after care service for leaseholders. It discusses the defects period for new properties and the customer care period that provides support. The customer care team will handle general queries, non-urgent defects, urgent defects, and emergencies, with defined response times. Customer care aims to provide personalized service and better knowledge of the properties, with examples of common repair areas. It establishes the brand identity of the customer care program through uniforms, business cards, and branded transportation. Contact details are also provided for after the customer care period ends.

1. After Care Service
Danielle Burke

2. Our Organisation relies on:

3. Leaseholder Experience - Current

4. Leaseholder Experience - Current

5. Leaseholder Experience - Current

6. Leaseholder Experience - Current

7. Leaseholder Experience - Current

8. Leaseholder Experience - Current

9. Leaseholder Experience - Current

10. Defects Period (12 months)
Practical
Completion
End of Defects
Period
Property Sold
Leaseholder Experience - Current
No longer
able to report
defects
Defects Period
(6 months)

11. Contractor/Sub
Contractor
Communal
Repairs
General
Needs
Property
Repairs
Defects
CSC Maintenance
Leaseholder Experience – Current

12. Leaseholder Experience - CurrentLeaseholder Experience - New

13. Leaseholder Experience - New

14. Leaseholder Experience - New

15. The Customer Care team will have the skills
and the knowledge to deal with:
• General Queries
• Non Urgent Defects
• Urgent Defects
• Emergencies
Leaseholder Experience - New

16. No Contractor Needed

17. Non Urgent Defect Urgent Defect Emergency Defect
7
Days
3
Hours
Response Times
48
Hours

18. Non Urgent Defect Urgent Defect Emergency Defect
Response Times
7
Days
3
Hours
48
Hours

19. Leaseholder
continues to access
Customer Care
outside of Defect
Period
Customer Care (12 months) End of
Customer
Care
Defects Period (12 months)
Practical
Completion
End of Defects
Period
Property Sold
The Defects Period & Customer Care

20. Customer Care
Defects
Leaseholder
Customer Care
Development
Contractor
Customer Care

21. Personalised Service

22. Better knowledge of our properties
Bathroom
28%
Living Room
15%
Bedroom
18%
Kitchen
21%
External
10%
Communal
8%

23. Slough Central Railway Terrace
Better knowledge of our properties

24. Better knowledge of our properties
Customer
Care
40%
Contractor
60%

25. Brochure – Private Sale

26. Brochure – Shared Ownership

27. Brochure – Inside

28. The Brand
Customer Care
Uniform
(Above)
Customer Care
Business Card
(Above)
Customer Care
Transport
(Right)

29. Customer Care
Opening times (General Defects)
Monday: Friday 8:30am – 5:30 pm
Saturday: 10:00am – 1:00 pm
Out of Hours service (24 Hours)
available for emergency defects

30. After Customer Care
Customer Contact Centre
Tel: 0300 123 9966
E:mail: cscmaintenace@onehousinggroup.co.uk
Open (for general repairs) 8am – 6pm
Open (for emergencies) 24 Hours

31. Danielle Burke
After Sales Coordinator
Tel: 020 8821 4535
E-mail: dburke@onehousinggroup.co.uk
Thank you