PH Jones

About the service you, WCC tenants, are receiving from PH Jones.

The questions asked were split into three different categories;

• Questions about the heating system in place.
• Your PH Jones appointment
• Your experience working with PH Jones

   

We had 369 completed responses representing a wide selection of all tenants.        

Age breakdown of respondents.

Below is a summary of some of the responses. All responses can be viewed in the full report by following the link on the PH Jones 'closed consultation' page. 

Different Heating Systems

Your PH Jones appointment

While it is positive that 93% of the time the PH Jones engineer freely offered their ID this does leave 7% whereby the tenant has had to ask for the engineer to produce it. There are a number of reasons for members of staff wearing their ID, not least to display they are who they say they are. There are occasions when another specialist contractor, not from PH Jones, may have to attend an appointment. From some of the responses in this survey it has become clear that tenants are not always aware when it will be a different contractor attending. On these occasions it would be even more important to be displaying appropriate ID.

If there is to be a second visit and this is known during the first visit, it should be arranged with the tenant there and then. The results here show that 52%, a small majority, of respondents have in fact said the second appointment was made at a later date. 

Your experience of working with PH Jones

It is clear the experience of working with PH Jones is a mixed bag. While there are a number of positive experiences, it isn’t acceptable that 15% of tenants rate the service as being poor.

Here is a brief overview of some of the free text responses when asked, what improvements would you like to see in the service provided by PH Jones?

These results have been shared with PH Jones and further consultation between WCC and PH Jones will be taking place. As a result of these initial conversations the following actions have been put into place;

• Work is underway to address the issue of the branding of specialist contractors.
• Since the survey was carried out PH Jones have increased the engineer resource by 50% for gas works and have recruited more office / administration staff. As a result of this increase and an engineer briefing any follow-on visits should be booked at the time of the initial visit. PH Jones are also confident there will be a reduction in the amount of unfinished repairs and an improvement in call answering. 
• Van stocks have been reviewed to ensure they are carrying more of the parts used regularly.
•  Engineers are being reminded to complete and leave the relevant customer checklist forms with the tenant on every visit. 

There were a number of responses complaining about unfinished work. These are being investigated further and where appropriate the tenants have been contacted directly.