Page 44 - planet_rent

3.14 Module 10 -
Social ratings

Service Level
Agreement

To deliver your
brand promise a
response time
‘Service Level
Agreement’ (SLA)
must be developed
and well publicised:
 in tenancy
agreements,
 within on the Busy Living app, and,
 in Resident Handbooks.

Helping people understand the service level you commit to
deliver is a vital benchmark when dealing with any dissatisfaction.
Your SLA in gives insurers confidence and meeting it should be
demonstrated to insurers when negotiating insurance renewal to
keep premiums keen;

For example: the response time for a leak will depend upon
whether the leak is categorised as:
(a) an overflow leak,
(b) roof leak,
(c) leak from a property above
(d) mains pressure leak, or
(e) outlet leaks where an appliance can be temporarily
isolated.

By putting the SLA’s into each ‘repair’ category on Busy Living app set up
Site Staff can prioritise jobs to impress and earn their bonuses, and you
as Client get valuable data to publish repairs performance.

Site Staff should therefore be chasing ‘good ratings’ and complaint
resolution becomes easy where there are clear benchmarks. Site
Staff can juggle jobs to outperform SLAs. It takes just 1 click to request repairs ratings or in settings this can
be automatically turned on.

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