10,000th Customer Compliment

Two weeks ahead of its seventh birthday, North West building and maintenance specialist HMS has received its 10,000th customer compliment.

Unlike other contractors, HMS sees itself as a Customer Services company that undertakes Construction, Refurbishment, and Facilities Maintenance services. The business actively encourages feedback from those whose homes are repaired or improved by an HMS team and has donated £1 to local charities since 2011 every time a compliment is received.

Such feedback is not just stored away. Instead, HMS uses customers’ views to identify where operational changes might further enhance services, as well as areas of excellence. This is a core part of HMS’ all-company focus on continual improvement.

The 10,000th compliment came from Julie and Rob, who live in Cheshire. Their HMS story follows.

Having lived in their home for more than 20 years, Julie and Rob developed health conditions which made it difficult to use their standard kitchen.

Julie explains, “Due to the height of the kitchen surfaces, reaching over the cooker was becoming increasingly difficult and as result I kept causing burns to my face and arms when I was trying to cook. My occupational therapist (OT) told me I was to stop cooking and although this was for my own safety, I enjoyed cooking for my family and that was taken away from me.”

Following a home visit, the OT confirmed that the kitchen was not fit for purpose for Julie’s wheelchair. In addition, Rob had gone through treatment for cancer which resulted in the loss of sight in one eye.

The Occupational Therapist contacted the Home Assistance Hub, HAH -a service dedicated to improving homes across Cheshire West & Chester for older and vulnerable customers – which called in HMS to undertake all recommended home adaptation works.

Julie explains, “The job only took about two weeks from start to finish and the team kept disruption to a minimum which was brilliant as it was still our busy family home. We were shown plans of the scheduled work before they started so we knew exactly what to expect.

“Using a customised work bench, the cooker is now on the other side and built in to the unit, I’ve got more room to access with the wheelchair and the cupboards have been lowered.

“We both felt very involved with the process from day one and they’ve been such a fantastic team. As well as the fitting team both Karen and Jan (HMS’ Customer Liaison Officers) have been very supportive - nothing has been too much for them.”

HMS Site Manager Alan Walker says, “Following a review with the customer’s OT, HMS installed the rise and fall unit which in this case has been customised to include a sink, work top and cooker. It’s interesting to see this particular piece of equipment being used and it’s fantastic to see how it’s improving living conditions.

“The team work hard to deliver the best for our customers and recognition for this work is much appreciated. It was our pleasure to thank Julie and Rob with a bouquet of flowers and a shopping voucher during today’s visit.

“At HMS, we’re extremely proud to get an average of 120 compliments every month. This recognition of our distinctive customer service approach gives clients – landlords, tenants and home-owners – the confidence they need to choose HMS for home repairs, maintenance and adaptations. Our 10,000th compliment also means we have donated over £10,000 to charity so far.”

Julie adds, “The flowers were a lovely gesture. It’s great being back cooking but sadly I’m also able to reach the sink to do my part of the washing up again!”

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