Our commitment to our customers
Helena Propertycare is committed to providing the best quality services for our customers.
We constantly review our processes and listen to feedback from our customers and staff to identify how we can improve our services.
We have achieved ISO 9001 certification for the quality management system we have in place. Our policy can be found below.
To deliver the best quality services we need passionate and skilled staff, that is why we have set up our skills academy to recruit, train and retain our people. We are proud of our staff and our learning and development culture, this was recognised by Investors In People (IIP) when Helena was the first organisation in the North West to meet all 96 standards and achieve IIP Gold.
Quality Policy
Helena Propertycare aims to provide an excellent customer focused repairs and maintenance service that meets customer requirements for quality and time, and provides value for money for all its services.
The organisation operates and complies with a quality management system that has gained ISO 9001:2008 certification, including aspects specific to the provision of repairs and maintenance and other related services to its customer and clients.
We are committed to:
- Developing and improving the effectiveness of the Quality Management System.
- Ensuring customer's needs and expectations are communicated and fulfilled, with the aim of improving customer satisfaction.
- Communicate throughout the Organisation the importance of meeting customer's and all relevant statutory and regulatory requirements.
- Continually improve our operational performance and costs.
- Establishing the Quality Policy and its objectives.
Our people are crucial to everything we do; the Quality Policy is communicated to all personnel to ensure they understand how their role contributes to the achievement of the aims of this policy and the requirements of the Quality Management System.
This Quality Policy is regularly reviewed to ensure it remains up to date and relevant.
Quality Performance Measures
- % Right first time
- % Post inspections passed
- % Recalls
- % Appointments made and kept
- % Customers Satisfaction / Very Satisfied
- % Jobs completed on time by priority
- % Properties with CP12 certificate in the past 12 months
- Number of customer complaints per month