The KPIs in place for all our long term social housing contracts require us to ask every resident whose house we work in to rate the quality of our work and give us feedback.

The good news is that our ratings average 9.9+ so we know our teams are consistently delivering outstanding service and customer satisfaction. What’s even better news though is that we routinely get additional, unsolicited feedback from residents on the quality of the work carried out by individual fitting teams.

In an age when we are all constantly being asked for reviews for every product and service we buy, it has to be something special for any of us to take the time and trouble to call, text or email what we think – which is why we reward anyone who gets a mention from a customer with a breakfast voucher from that well known pastry shop that rhymes with ‘eggs’!

We introduced the vouchers in the summer of last year – and they are very much intended to be a thank you rather than an incentive. The nice thing about the scheme is that no fewer than 38 of our fitters have so far received at least one voucher, which shows we’re delivering great work right across the board.

There are a few consistent themes in the comments we get as well – that our teams are polite and friendly, that they work incredibly hard and that they invariably clear up after themselves and leave the properties we work in clean and tidy.

Our clients can generate instant reports via our bespoke database on our KPI scores – unfortunately though, we don’t yet have a mechanism to tell them how many bacon rolls we have given away!