Getting the message out

59-Text-messaging-service

Text messaging service for residents

Since 2011, PCH tenants have been able to receive text messages to remind them that a repairs operative is on their way. We send texts to confirm appointments, also a reminder the day before and another when the operative is nearby. After the work has been carried out, we text to ask if residents were happy with the service received.

Shortly after its introduction, residents reported how much they welcomed the improvement. They said they would make an appointment but then go out at the last minute and would return to find a card through their door. Others said receiving a text was helpful for relatives who were hard of hearing and couldn’t hear the doorbell. The introduction of text reminders came from a recommendation from our Repairs Continuous Improvement Group.

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