πŸ“² Automated responses now available for customers - Lincolnshire Housing Partnership

Posted 28 July 2022

πŸ“² Automated responses now available for customers

Our commitment to put the Customer First has seen us develop several automated SMS/Email communications to customers. This includes several communications relating to repairs and servicing.

These messages will help to ensure the customer is kept informed and reduce the number of phone calls we receive.

The following repairs and servicing messages are available:

  • Repair raised (before 3pm) – Your repair order has been logged. You will be contacted before 8pm this evening to arrange an appointment
  • Repair raised (after 3pm) – Your repair order has been logged. You will be contacted before 8pm on the next working day to arrange an appointment
  • Repair Appointment booked – [Engineer First Name] will attend to complete your repair order [order no.] on [appt date] at [appt time]. We will let you know when [Engineer Name] is on their way
  • Repair Reminder (day before appointment) – Just to remind you that [Engineer First Name] will attend to complete your repair order [order no.] tomorrow. We will let you know when [Engineer Name] is on their way
  • Repair Engineer en route – [Engineer First Name] is on their way to complete your repair order [Order no.]
  • Servicing Notification (56 days) – Your heating system is due for annual servicing. You will shortly receive a letter with an appointment for this work to be carried out
  • Servicing Reminder (day before appointment) – Just to remind you that [Engineer First Name] will attend to complete your heating inspection and servicing tomorrow. We will let you know when [Engineer Name] is on their way
  • Servicing Engineer en route – [Engineer First Name] is on their way to complete your heating inspection and servicing

These messages will only be sent for repairs/servicing work types carried out by our In-House Repairs Service (IHRS). Emergency priorities are excluded.

The messages include the order number in the subject line and/or message. Appointment times will only be displayed as AM or PM and not exact times, for example:

{First Name} will attend to complete your repair order 9645 on 30 Jun 2022 at PM. We will let you know when {First Name/Last Name} is on their way. You may want to visit our website, www.lincolnshirehp.com, for further help, login or register for our customer portal/smartphone app at www.mylhp.co.uk.

Thank you

LHP Customer Service Centre

At this time, we are not able to send automated messages to customers where repairs are allocated to external contractors or follow-on appointments but development is ongoing in these areas, and we will keep you updated.

Click here to find out more about our customer portal and app or to login/register to the service.

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