Background:
A leading housing association faced significant challenges managing damp and mould issues across their housing stock. Their call handler was overwhelmed with tenant complaints, and reduced manpower meant the client couldn’t personally inspect the properties. To address this, they sought an independent, professional partner to handle the workload and provide expert guidance.
The Solution: Partnering with Dampdoctor
Dampdoctor stepped in as the housing association’s trusted partner, implementing a seamless process to manage tenant concerns:
- Direct Communication with Dampdoctor: The client forwarded all tenant queries, including contact details, directly to Dampdoctor.
- Tenant Coordination: Our team scheduled surveys directly with tenants, ensuring minimal disruption to the client’s team.
- Confidential Reporting: A confidentiality agreement ensured findings were shared exclusively with the client unless otherwise directed.
- Comprehensive Documentation:
- Professional reports dated and recorded at the time of inspection.
- Test findings and specific recommendations tailored to each property.
- Details of any specialist damp proofing works that could be performed by Dampdoctor’s operations division along with others.
- Streamlined Works Management: Upon client approval, Dampdoctor scheduled and executed the recommended works, coordinating tenant access and ensuring efficient completion.
Key Benefits for the Client
- Reduced Workload: Freed up the call handler’s time by diverting tenant complaints directly to Dampdoctor for inspection.
- Expertise on Demand: Provided a trusted partner to survey properties when internal resources were stretched.
- Professional Documentation: Equipped the client with dated reports, a vital resource for future reference or potential litigation scenarios.
- Seamless Service: From surveys to remediation, Dampdoctor managed the process end-to-end, ensuring tenant satisfaction and client peace of mind.
Outcome
By partnering with Dampdoctor, the housing association significantly improved their ability to manage damp and mould issues efficiently. They resolved tenant concerns more effectively, reduced internal pressures, and gained robust documentation to support their operations. The partnership proved invaluable in maintaining tenant trust and safeguarding the client’s reputation.
