At Llanw, our new repairs and maintenance service, we’re a community built around people, with our customers at the heart of all we do. Learning from your experiences shapes our services to meet your evolving needs, and it’s a commitment we made from the very start of our journey.
Our initial customer workshop session was a deep dive into understanding what good customer service looks like. We also did this exercise with our colleagues to ensure our values resonate across both.
The emerging themes included the importance of being polite, reliable, and consistent (just like the tide), and stepping up our communication game.
We believe that acknowledging what’s not great is the first step towards growth. So, we’re doing just that! We’re addressing our downfalls, focusing on improving communication around repairs.
We’re also exploring ways to make our repairs more effective and ensure that our colleagues are not just skilled but super-skilled, providing a first-time fix in a single visit. No more multiple visits for plumbers, tilers, and decorators – we’re streamlining the process for efficiency and your satisfaction.
Yesterday we met with our customers Sarah and Nigel, we had the pleasure of sharing the Llanw brand launch video. It’s not just about a logo or a name; it’s about building trust and recognition in the community.
We discussed their expectations around communications pre and post-launch, ensuring that you feel safe and secure knowing that Llanw is an integral part of the Valleys to Coast group and recognise it when we turn up at your door.
We’ll be arranging another meeting in January, gathering valuable insights from you to fine-tune our approach. The launch in April 2024 is on the horizon, and with each passing day, we’re getting closer to making a splash in the community as Llanw. If you’d like to come along to our next meeting please email customervoice@v2c.org.uk.
Thank you to every one of you for your unwavering support in this journey so far. Like the tide and waves wait for no one, we’d better get to work.
