Rainbow Quay Customer Service
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Rainbow Quay Customer Service Report
1st January 2009 – 24th November 2009 This report is based on data from all calls and correspondence handled within the RMG contact st th centre, relating to Rainbow Quay (Rope Street, London) during the period 1 January 2009 to 24 November 2009 inclusive. This is a high level report to summarise the performance of RMG at handling enquiries logged at the named development.
Enquiry Summary During the eleven month period, a total of 550 enquiries have been logged against the above development. These have been summarised by month as shown below:
Enquiries Logged 80 68
67
70
60
Total Logged
60
54
54 48
50
44
40
44
44
35
32
30 20 10
be r N ov em be r
ct o O
te
m be r
us t Se p
Au g
Ju ly
Ju ne
ay M
il Ap r
ar ch M
ar y Fe br u
Ja
nu ar y
0
Month [2009]
There are a number of different channels through which residents can contact RMG. These have been grouped by the communication channels used by residents:
Communication Channels 8, 1.5%
53, 9.6%
489, 88.9% Letter E-mail Telephone
Page 1 of 7
Rainbow Quay Customer Service Report
1st January 2009 – 24th November 2009 Enquiry Categories All enquires are logged against predefined categories, which are selected based on the root cause of the enquiry. These have been summarised and are shown below:
Enquiry Categories 4.5%
8.9% Complaints Contractor Query
13.6%
Credit Control General Issues
16.9%
Ground Rent Enquiry Insurance Claim Meetings New /Replacement Key/Fob Other
19.6%
Property Managers Repair/Maintenance
16.5%
Service Charge Accountants 3.3%
Solicitors Enquiries 11.5%
Utilities Enquiry
The following table shows the total volume of enquiries logged against each category every month during the reporting period: Category Complaints Contractor Query Credit Control General Issues Ground Rent Enquiry Insurance Claim Meetings New/Replacement Key/Fob Other Property Managers Repair/Maintenance Service Charge Accountants Solicitors Enquiries Utilities Enquiry Total
J 5 8 12
5 20 3
F 1 5 5 24
3 11 4
M 1 6 8 22 1 1
9 11 6 2
1 54
1 54
67
A
M
J
7 1 3
10
2 3 4
J 1 5 3 2
2
2
6
A 2 2 7 8
S 1 16 8
O 2 6 22 1
N 1 20 1
2
1 1 10 10
7
5
8
4
10
14
1 14
10 9
15 8
9 5
2 4
8 2
2
2 44
8 1 44
2 1 32
2 1 48
5 15 2 1
35
3 2 44
7 9 1 4 68
60
Total 8 49 93 91 1 7 1 63 18 108 75 5 25 6 550
Page 2 of 7
Rainbow Quay Customer Service Report
1st January 2009 – 24th November 2009 Category Descriptions The following list details descriptions for the categories against which enquiries have been logged. These descriptions used are as a guideline only and represent at a high level, the nature of the enquiry at the time of the enquiry being logged. Complaints: Enquiries from Residents expressing dissatisfaction with a service provided by RMG. These can include administrative services including complaints following letters to residents and also complaints made against contractors appointed by RMG. Contractor Query: Enquiries from contractors, generally relating to repairs and maintenance carried out at the development. Credit Control: Resident calls relating to service charge queries which are not part of routine repairs and maintenance. These include questions relating to the service charge demand, enquiries following debt collection notices for non payment and enquiries relating to making payments including explanation of the different types and methods available.
General Issues: General questions relating to the management company. Typically these include identification of demised and communal issues, explanation of lease terms, responsibilities of the managing agent and generally anything that is not unique to a specific service or department. Ground Rent: Enquiries relating to Ground Rent which is collected by RMG on behalf of the developer or freeholder. Insurance Claim: Enquiries relating to insurance claims and queries made by residents. Typically these include claims made on the block building’s insurance following a leak from another apartment or requests for information relating to the insurance policy. Meetings: Enquiries relating to meeting requests including Directors/Residents meetings, AGM’s and venue bookings. These can also include requests for copies of minutes and other administrative tasks associated with meetings. New/Replacement Key/Fob: Requests for replacement keys and fobs for access to communal parts. Heavily tenanted developments will typically have a larger number of these requests.
Other: Non-Categorised enquiries which are not Management Company or managing agent specific. Property Manager: Enquiries which are specifically for the Property Manager or require specialist attention or authorisation from the Property Manager in order to resolve. Solicitors Enquiries: Enquiries relating to the sale or letting of a property within the development. Typically these enquiries can follow a lengthy process in accordance with the lease terms and interacting with a third party. Repairs & Maintenance: Enquiries from residents reporting reactive repairs and general maintenance issues at the development. A breakdown of these can be found overleaf. Service Charge Accountants: Enquiries regarding the annual service charge accounts prepared internally and audited externally. These are required to be completed within six months at the end of each service charge period and detail the expenditure of all service charge moneys collected at the development. Utilities: Enquiries relating to the utilities at the development, including water and electricity.
Page 3 of 7
Rainbow Quay Customer Service Report
1st January 2009 – 24th November 2009 Repairs & Maintenance Categories Repairs & Maintenance accounts for 13.6% of all enquiries with 75 logged. The graph below shows the breakdown of the different repairs and maintenance issues reported at the development.
Repairs & Maintenance Categories 1.3% 1.3%
4.0%
2.7%
5.3%
Repair/Maintenance - Aerials/Satellite
5.3%
Repair/Maintenance - Automation Gates & Security
1.3% 1.3%
6.7%
Repair/Maintenance - Door Entry Systems Repair/Maintenance - Drainage Repair/Maintenance - Electrical
6.7%
Repair/Maintenance - Gardening Repair/Maintenance - General Cleaning Repair/Maintenance - General Maintenance Repair/Maintenance - Health & Safety
10.7%
Repair/Maintenance - Lock Smith Repair/Maintenance - Mechanical & Electrical Repair/Maintenance - Pest Control
1.3% 1.3%
50.7%
Repair/Maintenance - Roofing Repair/Maintenance - Rubbish/Waste Removal
The following table shows the monthly distribution of repairs and maintenance enquiries logged against each category: Category Aerials/Satellite Automation Gates & Security Door Entry Systems Drainage Electrical Gardening General Cleaning General Maintenance Health & Safety Lock Smith Mechanical & Electrical Pest Control Roofing Rubbish/Waste Removal Total
J
F 2
M
A
1
3
1
1
2 3
4
5
M
J
1
2 1
A
S
O
1
1
1 1 1
2 1 5
J 1
3 1
1 1 1
3
N 1
1
8
7
1 1 3 1 3
4
6
10
9
1 8
1 5
4
2
9
15
Total 4 4 5 5 8 1 1 38 1 1 1 3 1 2 75
Page 4 of 7
Rainbow Quay Customer Service Report
1st January 2009 – 24th November 2009
Resolution Performance All enquiries logged through the Customer Contact Centre have an 80% target for first time resolution. At Rainbow Quay, 70% of enquires have been resolved on the same day as they have been reported, 74.4% within twenty four hours and 86.2% within seven days.
Resolution Performance 0.5%
13.3%
7.8%
4.0% Same Day
4.4%
8 - 24 Hours 24 - 48 Hours 3 - 7 Days
70.0%
Over 7 Days Outstanding
th
As at 24 November there are three enquiries outstanding, which includes 1 Key Request and 2 Repairs & Maintenance issues. One enquiry is 24 Hours old. The following table shows the percentage of enquiries logged against each category which were also resolved on the same day: Category
J
Complaints
F
M
0%
0%
A
Contractor Query
60%
80%
33%
86%
Credit Control
88%
20%
50%
0%
General Issues
75%
67%
77%
67%
Ground Rent Enquiry
100%
Insurance Claim
100%
M 50% 100%
J
J
A
S
O
0%
0%
100%
50%
0%
80%
100%
100%
67%
86%
25%
0%
88%
Total 25%
67%
0%
61%
88%
95%
90%
82%
75%
100%
100%
73% 100%
50%
50%
100%
Meetings New/Replacement Key/Fob
N
0%
71% 100%
100%
86%
100%
38%
50%
40%
71%
79%
65%
Other
100%
67%
33%
0%
Property Managers
75%
55%
64%
50%
70%
73%
33%
50%
50%
100%
80%
65%
Repair/Maintenance
100%
100%
83%
80%
67%
75%
80%
50%
100%
78%
93%
81%
0%
0%
0%
75%
100%
72%
82%
83%
Service Charge Accountants Solicitors Enquiries
0% 0%
Utilities Enquiry Total
56%
50%
100%
63%
73%
100% 78%
63%
60%
67%
75%
50%
100%
50% 68%
100%
0%
100%
55%
66%
71%
67% 70%
Page 5 of 7
Rainbow Quay Customer Service Report
1st January 2009 – 24th November 2009 Resolution Detail Enquiries which cannot be resolved within the Contact Centre may require attention from other departments. The graph below shows the average number of days to resolve an enquiry dependant on the category against which it has been logged. The average number of days across all categories at Rainbow Quay is 3.5 days.
Average Resolution Time Complaints Contractor Query Credit Control General Issues Ground Rent Enquiry Insurance Claim Meetings New/Replacement Key/Fob Other Property Managers Repair/Maintenance Service Charge Accountants Solicitors Enquiries Utilities Enquiry 0.0
2.0
4.0
6.0
8.0
10.0
12.0
14.0
Average Number of Days
The table below shows the average number of days leading to the resolution of an enquiry logged against each of the categories during the reporting period. Category
Complaints Contractor Query Credit Control General Issues Ground Rent Enquiry Insurance Claim Meetings New/Replacement Key/Fob Other Property Managers Repair/Maintenance Service Charge Accountants Solicitors Enquiries Utilities Enquiry Total
J
F
M
2.0 0.1 1.8
16.0 3.8 3.0 7.1
6.0 3.7 1.5 1.3 0.0 0.0
0.0 10.4 0.0
14.0 12.6 0.0
5.2 3.3 1.3 9.5
16.0 4.7
0.0 7.4
2.7
A
0.6 9.0 0.7
M
1.0 0.0
J
J
A
S
O
N
8.0 0.0 0.3 0.1
0.0
1.0 0.0 4.0
21.0 4.4 1.7 19.0
8.5 0.8 0.3 0.0
10.0 0.8 0.0
0.5
18.5
0.8 0.8
0.0
8.0 2.0 4.0 2.0
1.3
0.0
16.9
5.8
6.0
1.1
0.0 1.0
2.5 2.2
0.7 9.0
15.6 8.2
4.0 2.0
4.4 0.0
6.5
0.0 1.5
0.6 0.0 10.1
1.0 16.0 2.4
0.0 0.0 2.4
1.0 0.0 2.5 0.0
2.8
0.3 34.5 4.0
0.0 0.4 9.0 0.3 0.9
0.8
Total
9.5 2.1 0.8 3.1 0.0 5.4 0.0 4.3 5.1 6.0 2.3 6.6 1.5 14.2 3.5
Page 6 of 7
Rainbow Quay Customer Service Report
1st January 2009 – 24th November 2009
Page 7 of 7
1st January 2009 – 24th November 2009 This report is based on data from all calls and correspondence handled within the RMG contact st th centre, relating to Rainbow Quay (Rope Street, London) during the period 1 January 2009 to 24 November 2009 inclusive. This is a high level report to summarise the performance of RMG at handling enquiries logged at the named development.
Enquiry Summary During the eleven month period, a total of 550 enquiries have been logged against the above development. These have been summarised by month as shown below:
Enquiries Logged 80 68
67
70
60
Total Logged
60
54
54 48
50
44
40
44
44
35
32
30 20 10
be r N ov em be r
ct o O
te
m be r
us t Se p
Au g
Ju ly
Ju ne
ay M
il Ap r
ar ch M
ar y Fe br u
Ja
nu ar y
0
Month [2009]
There are a number of different channels through which residents can contact RMG. These have been grouped by the communication channels used by residents:
Communication Channels 8, 1.5%
53, 9.6%
489, 88.9% Letter E-mail Telephone
Page 1 of 7
Rainbow Quay Customer Service Report
1st January 2009 – 24th November 2009 Enquiry Categories All enquires are logged against predefined categories, which are selected based on the root cause of the enquiry. These have been summarised and are shown below:
Enquiry Categories 4.5%
8.9% Complaints Contractor Query
13.6%
Credit Control General Issues
16.9%
Ground Rent Enquiry Insurance Claim Meetings New /Replacement Key/Fob Other
19.6%
Property Managers Repair/Maintenance
16.5%
Service Charge Accountants 3.3%
Solicitors Enquiries 11.5%
Utilities Enquiry
The following table shows the total volume of enquiries logged against each category every month during the reporting period: Category Complaints Contractor Query Credit Control General Issues Ground Rent Enquiry Insurance Claim Meetings New/Replacement Key/Fob Other Property Managers Repair/Maintenance Service Charge Accountants Solicitors Enquiries Utilities Enquiry Total
J 5 8 12
5 20 3
F 1 5 5 24
3 11 4
M 1 6 8 22 1 1
9 11 6 2
1 54
1 54
67
A
M
J
7 1 3
10
2 3 4
J 1 5 3 2
2
2
6
A 2 2 7 8
S 1 16 8
O 2 6 22 1
N 1 20 1
2
1 1 10 10
7
5
8
4
10
14
1 14
10 9
15 8
9 5
2 4
8 2
2
2 44
8 1 44
2 1 32
2 1 48
5 15 2 1
35
3 2 44
7 9 1 4 68
60
Total 8 49 93 91 1 7 1 63 18 108 75 5 25 6 550
Page 2 of 7
Rainbow Quay Customer Service Report
1st January 2009 – 24th November 2009 Category Descriptions The following list details descriptions for the categories against which enquiries have been logged. These descriptions used are as a guideline only and represent at a high level, the nature of the enquiry at the time of the enquiry being logged. Complaints: Enquiries from Residents expressing dissatisfaction with a service provided by RMG. These can include administrative services including complaints following letters to residents and also complaints made against contractors appointed by RMG. Contractor Query: Enquiries from contractors, generally relating to repairs and maintenance carried out at the development. Credit Control: Resident calls relating to service charge queries which are not part of routine repairs and maintenance. These include questions relating to the service charge demand, enquiries following debt collection notices for non payment and enquiries relating to making payments including explanation of the different types and methods available.
General Issues: General questions relating to the management company. Typically these include identification of demised and communal issues, explanation of lease terms, responsibilities of the managing agent and generally anything that is not unique to a specific service or department. Ground Rent: Enquiries relating to Ground Rent which is collected by RMG on behalf of the developer or freeholder. Insurance Claim: Enquiries relating to insurance claims and queries made by residents. Typically these include claims made on the block building’s insurance following a leak from another apartment or requests for information relating to the insurance policy. Meetings: Enquiries relating to meeting requests including Directors/Residents meetings, AGM’s and venue bookings. These can also include requests for copies of minutes and other administrative tasks associated with meetings. New/Replacement Key/Fob: Requests for replacement keys and fobs for access to communal parts. Heavily tenanted developments will typically have a larger number of these requests.
Other: Non-Categorised enquiries which are not Management Company or managing agent specific. Property Manager: Enquiries which are specifically for the Property Manager or require specialist attention or authorisation from the Property Manager in order to resolve. Solicitors Enquiries: Enquiries relating to the sale or letting of a property within the development. Typically these enquiries can follow a lengthy process in accordance with the lease terms and interacting with a third party. Repairs & Maintenance: Enquiries from residents reporting reactive repairs and general maintenance issues at the development. A breakdown of these can be found overleaf. Service Charge Accountants: Enquiries regarding the annual service charge accounts prepared internally and audited externally. These are required to be completed within six months at the end of each service charge period and detail the expenditure of all service charge moneys collected at the development. Utilities: Enquiries relating to the utilities at the development, including water and electricity.
Page 3 of 7
Rainbow Quay Customer Service Report
1st January 2009 – 24th November 2009 Repairs & Maintenance Categories Repairs & Maintenance accounts for 13.6% of all enquiries with 75 logged. The graph below shows the breakdown of the different repairs and maintenance issues reported at the development.
Repairs & Maintenance Categories 1.3% 1.3%
4.0%
2.7%
5.3%
Repair/Maintenance - Aerials/Satellite
5.3%
Repair/Maintenance - Automation Gates & Security
1.3% 1.3%
6.7%
Repair/Maintenance - Door Entry Systems Repair/Maintenance - Drainage Repair/Maintenance - Electrical
6.7%
Repair/Maintenance - Gardening Repair/Maintenance - General Cleaning Repair/Maintenance - General Maintenance Repair/Maintenance - Health & Safety
10.7%
Repair/Maintenance - Lock Smith Repair/Maintenance - Mechanical & Electrical Repair/Maintenance - Pest Control
1.3% 1.3%
50.7%
Repair/Maintenance - Roofing Repair/Maintenance - Rubbish/Waste Removal
The following table shows the monthly distribution of repairs and maintenance enquiries logged against each category: Category Aerials/Satellite Automation Gates & Security Door Entry Systems Drainage Electrical Gardening General Cleaning General Maintenance Health & Safety Lock Smith Mechanical & Electrical Pest Control Roofing Rubbish/Waste Removal Total
J
F 2
M
A
1
3
1
1
2 3
4
5
M
J
1
2 1
A
S
O
1
1
1 1 1
2 1 5
J 1
3 1
1 1 1
3
N 1
1
8
7
1 1 3 1 3
4
6
10
9
1 8
1 5
4
2
9
15
Total 4 4 5 5 8 1 1 38 1 1 1 3 1 2 75
Page 4 of 7
Rainbow Quay Customer Service Report
1st January 2009 – 24th November 2009
Resolution Performance All enquiries logged through the Customer Contact Centre have an 80% target for first time resolution. At Rainbow Quay, 70% of enquires have been resolved on the same day as they have been reported, 74.4% within twenty four hours and 86.2% within seven days.
Resolution Performance 0.5%
13.3%
7.8%
4.0% Same Day
4.4%
8 - 24 Hours 24 - 48 Hours 3 - 7 Days
70.0%
Over 7 Days Outstanding
th
As at 24 November there are three enquiries outstanding, which includes 1 Key Request and 2 Repairs & Maintenance issues. One enquiry is 24 Hours old. The following table shows the percentage of enquiries logged against each category which were also resolved on the same day: Category
J
Complaints
F
M
0%
0%
A
Contractor Query
60%
80%
33%
86%
Credit Control
88%
20%
50%
0%
General Issues
75%
67%
77%
67%
Ground Rent Enquiry
100%
Insurance Claim
100%
M 50% 100%
J
J
A
S
O
0%
0%
100%
50%
0%
80%
100%
100%
67%
86%
25%
0%
88%
Total 25%
67%
0%
61%
88%
95%
90%
82%
75%
100%
100%
73% 100%
50%
50%
100%
Meetings New/Replacement Key/Fob
N
0%
71% 100%
100%
86%
100%
38%
50%
40%
71%
79%
65%
Other
100%
67%
33%
0%
Property Managers
75%
55%
64%
50%
70%
73%
33%
50%
50%
100%
80%
65%
Repair/Maintenance
100%
100%
83%
80%
67%
75%
80%
50%
100%
78%
93%
81%
0%
0%
0%
75%
100%
72%
82%
83%
Service Charge Accountants Solicitors Enquiries
0% 0%
Utilities Enquiry Total
56%
50%
100%
63%
73%
100% 78%
63%
60%
67%
75%
50%
100%
50% 68%
100%
0%
100%
55%
66%
71%
67% 70%
Page 5 of 7
Rainbow Quay Customer Service Report
1st January 2009 – 24th November 2009 Resolution Detail Enquiries which cannot be resolved within the Contact Centre may require attention from other departments. The graph below shows the average number of days to resolve an enquiry dependant on the category against which it has been logged. The average number of days across all categories at Rainbow Quay is 3.5 days.
Average Resolution Time Complaints Contractor Query Credit Control General Issues Ground Rent Enquiry Insurance Claim Meetings New/Replacement Key/Fob Other Property Managers Repair/Maintenance Service Charge Accountants Solicitors Enquiries Utilities Enquiry 0.0
2.0
4.0
6.0
8.0
10.0
12.0
14.0
Average Number of Days
The table below shows the average number of days leading to the resolution of an enquiry logged against each of the categories during the reporting period. Category
Complaints Contractor Query Credit Control General Issues Ground Rent Enquiry Insurance Claim Meetings New/Replacement Key/Fob Other Property Managers Repair/Maintenance Service Charge Accountants Solicitors Enquiries Utilities Enquiry Total
J
F
M
2.0 0.1 1.8
16.0 3.8 3.0 7.1
6.0 3.7 1.5 1.3 0.0 0.0
0.0 10.4 0.0
14.0 12.6 0.0
5.2 3.3 1.3 9.5
16.0 4.7
0.0 7.4
2.7
A
0.6 9.0 0.7
M
1.0 0.0
J
J
A
S
O
N
8.0 0.0 0.3 0.1
0.0
1.0 0.0 4.0
21.0 4.4 1.7 19.0
8.5 0.8 0.3 0.0
10.0 0.8 0.0
0.5
18.5
0.8 0.8
0.0
8.0 2.0 4.0 2.0
1.3
0.0
16.9
5.8
6.0
1.1
0.0 1.0
2.5 2.2
0.7 9.0
15.6 8.2
4.0 2.0
4.4 0.0
6.5
0.0 1.5
0.6 0.0 10.1
1.0 16.0 2.4
0.0 0.0 2.4
1.0 0.0 2.5 0.0
2.8
0.3 34.5 4.0
0.0 0.4 9.0 0.3 0.9
0.8
Total
9.5 2.1 0.8 3.1 0.0 5.4 0.0 4.3 5.1 6.0 2.3 6.6 1.5 14.2 3.5
Page 6 of 7
Rainbow Quay Customer Service Report
1st January 2009 – 24th November 2009
Page 7 of 7
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