ME Refresher

What team would you be contacting if you sent a ME form?

• Maintenance

• Housing management

• Care & support team

Which of the following examples would we send an ME for?

(You can select as many as you want)

• Servicing Queries

• Logged job Queries

• Damp and Mould

• Planned Work Queries

• Tenancy Queries

A customer has contacted you, they have recently had an Asbestos check carried out and they would like us to provide them with a copy of their recent Asbestos check certificate: what would be the correct course of action?

• Responsive & Voids

  Repairs for logged jobs

• Compliance

  Servicing/Inspection query or repair query Asbestos.

• Planned & Cyclical

  Customer Query - Planned maintenance

Answer explanation

Any compliance query types, would be sent on an ME form with:

Task 1: Compliance

A customer has called to report Damp and Mould, you are not Damp and Mould trained, the best course of action to help the customer would be to send an ME form

TRUE / FALSE?

• True

• False

Answer explanation

The correct action would be to warm transfer the customer to:

'CSC Transfer Damp and Mould' in Touchpoint.

A customer has called you up to advise you that an INSP was raised for the Maintenance Surveyor to come out and have a look at their windows, but the 10-working day SLA has past, and no-one has been in touch:

What ME task would you use?

• TSK 1 – Planned & Cyclical

  TSK 2 – Customer Query planned Maintenance.

• TSK 1 – Responsive & Voids.

  TSK 2 – Repairs for logged jobs.

• TSK 1 – Responsive & Voids.

  TSK 2 – Void Query

A customer is calling up to chase their Maintenance query that was raised two & half weeks ago which was sent to the Maintenance team by a colleague by sending an ME form. As they have not heard anything, this is there 2nd Contact:

What would be the correct Escalation process?

•   Check the note on the account and if the ME is out of SLA send Chase ME form

   SLA 1 working day

• Check the notes on the account and if the ME is out of SLA send an email to Maintenance manager & your PL - SLA 24 Hours