Choosing the right contractor for your property’s window and door maintenance, especially in regions like Yorkshire, Humberside, East Midlands, Greater Manchester, Kent, and London and South East, is more than just ensuring a quality job. It’s about safeguarding residents’ peace of mind, particularly in vital sectors such as social housing, student living, and the care sector.
In today’s world, authenticating the identity of a person stepping onto your property is paramount. Mrs Harman’s experience with L&Q Housing amplifies this point. She remarked, “The engineer showed his ID straight away and introduced himself – excellent.” Such gestures, while simple, provide residents with reassurance and confidence in the professional standing before them. All Mila engineers provide ID to a resident to check before they enter their property.
The Increasing Need for Security: Age UK’s Findings
Age UK, in their 2022 survey, shed light on a concerning trend. Nearly half of the older individuals surveyed had been approached by strangers at their doorstep in the last year. A significant 63% of these respondents voiced their apprehensions about safety in such situations.
The UK government, recognising the implications of these figures and the prevalent issue of doorstep scams, embarked on a campaign in 2023. This initiative comprises a website and a helpline, empowering individuals to report scams and equipping them with essential advice.
Mila’s Proactive Measures to Guarantee Resident Safety
Mila’s commitment to resident safety is evident in their exhaustive measures, ensuring residents’ confidence and peace of mind. Here’s a deeper dive into these protocols:
1. Detailed Communication: Every interaction with a resident begins with detailed communication. Once Mila’s Contracts Team logs resident details into their Microsoft Dynamics NAV system, they initiate a conversation. This not only establishes an audit trail but ensures GDPR compliance by securing the resident’s information.
2. Special Care for the Vulnerable: Vulnerable residents need extra attention. Mila ensures that the specifics about any vulnerable residents are discussed upfront. By coordinating with health and social care professionals, Mila guarantees sensitive handling of each resident’s unique requirements.
3. Tailored Communication Preferences: Residents have diverse communication preferences, from traditional phone calls to letters formatted for those with visual impairments. Mila respects these choices, ensuring clarity and ease in every interaction.
4. Pre-Visit Customer Care Call: If possible we always call the resident to make an appointment. This is to give them details of our company and why we need to visit their property. Allows them to book an appointment at the most convenient time and ask any questions they have about the work. We also collect extra information about the property and the repair to help our engineer ensure they have the right materials to complete the job first time if possible.
5. Transparent Scheduling: To prevent any confusion, Mila sends confirmations post-scheduling, with an additional reminder 48 hours before the agreed date. This reduces the likelihood of misunderstandings and missed appointments.
6. Authenticity Upon Arrival: Every Mila engineer, upon reaching a property, introduces themselves clearly, presenting their ID badge. This step, while straightforward, reinforces the resident’s confidence in the professional attending to their needs.
7. An Extra Layer of Assurance: Should any doubts arise about an engineer’s identity, Mila provides a customer support line, allowing residents to verify the engineer’s credentials before granting access.
8. The Power of Branding: Mila engineers proudly don Mila-branded uniforms, bolstering trust and professionalism. Uniforms play a pivotal role, from signalling competency to reducing the risk of impersonation by rogue traders. Furthermore, the high-visibility, durable material of Mila’s uniforms ensures engineer safety and a lasting positive impression.
9. Branded Vans as Trust Enhancers: Mila engineers operate out of branded vans, amplifying brand recall and credibility. Such vans not only exude professionalism but also deter potential criminal activity, given the clear company insignia.