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Council’s new heating service 'on fire'

Published: Wednesday, 6 July, 2016

Stroud District Council’s heating team celebrated its first anniversary, and highest-ever recorded  levels of customer satisfaction.

The team was created in June 2015 to carry out all heating repairs and servicing to the council’s 5,100 homes. Previously the work had been carried out by contractors.

The team comprises four engineers, one apprentice and two schedulers, under the leadership of heating contracts manager Mike Cunningham and senior scheduler Helen Coughlan.

At the end of its first year of operation customer satisfaction has risen by 40% and complaints have gone down by 70%.

Councillor Mattie Ross, chair of the council’s housing committee said:

“The team was set up to ensure we had complete confidence in our heating servicing and repairs which is a crucial area of business. I’m absolutely delighted to be celebrating with them.”

Tenants Sally Millet and Dave Dale who had given a tenant’s perspective during the design of the new service, were invited to help the team celebrate.

Sally said:

”I’m not surprised that the team has scored so highly on customer satisfaction. I’ve been part of this project from the start and I’m delighted to say they are living up to my very high expectations.”

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