Evenbrook aims to provide a professional service to all customers and constantly strives to exceed expectations in providing quality support to make your life easier. Our occupancy rates of over 98% are a testimony to our customer service and quality of property as we go out of our way to make people feel at home.
Support during office hours
We are contactable by phone on 0121 553 2747, on email email@example.com, in person at our site offices or via the Report a Repair page on our website.
Out of hours support
Evenbrook offers a support service outside of normal office hours of 9am to 5.30pm Monday to Friday for genuine property related emergencies only. Most repair requests should be sent to us using the Report a Repair page under Contact Us above and we will respond as soon as the office is next open The telephone number for property related emergencies is provided on the Report a Repair page. Please do not call the support team out of hours if you have an external roof leak as there is normally nothing that can be done until the working conditions are safe. Most interior leaks can be managed safely until the next day. Please contact the property above your own direct if you think a leak is coming through to you from that property.If you are concerned that your property related issue is an emergency as, for example, it concerns electrical safety, then you should contact us using the number on the Report a Repair page or contact the emergency services by calling 999 in the most serious of situations.
We recognise customer feedback as a key tool in the development of our customer service provision. We welcome all forms of feedback and systematically offer vacating tenants the opportunity to tell us how they felt about their time with us. Leaving feedback at the end of a tenancy gives customers the opportunity to be candid in their response.
We are delighted that over 90% of our customers surveyed (in the last year) felt that their overall experience was excellent through out their time in our properties. All customers (surveyed in the last year) reported that they found our maintenance team open, approachable and clear when resolving issues as they arose.
We recognise the need for effective communication both from us to our customers and from our customers to us. We offer our customers various means of communicating with us in local offices, by phone or email.
Evenbrook recruits team members with high standards of customer service together with an open, approachable and clear manner. All team members are aware of the importance of courtesy and professionalism when speaking with customers.
Our goal is to make sure all customers feel informed and satisfied following communication with us.
Our complaints procedure is used when a customer feels they need to formally complain about a shortfall in our service standards. However, we much prefer to resolve matters informally either verbally by calling 0121 5001771 and asking for the Customer Services Manager or emailing firstname.lastname@example.org.
In the event of a formal complaint Evenbrook's Customer Services Manager follows the procedure stated in the complaints policy. Evenbrook's voluntary affiliation with the Housing Ombudsman also allows us to resolve any issue fully and professionally.