Drainage lining not completed satisfactorily
This house was sold by Ian Saunders to Jamie (James) Hutton. Jamie has questioned the detail of what was lined and went round the houses with Ruby and Kirsty. Picked up my Michelle as TWC were not answering the direct questions. Turned out we owed them a inv from Oct that we had never seen. Anyway that was paid by card and a site visit has been arranged with TWC for 2nd April.
Use shared inboxes, daily reports and assign follow-ups; manager to contact customer and resolve outstanding remedial works.
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Overloaded staff and single point of contact; inconsistent monitoring of customer communications.
Standardize response timelines and monitoring responsibilities; ensure multiple people can see/triage customer queries.
Shared inbox and daily report implemented; monitoring ongoing.
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| From | To | Changed At | By | Note |
|---|---|---|---|---|
| Initial | In Review | 2026-05-05 21:11:19 | management review | Transcript summary: Drainage lining issue (Jamie Hutton): customer upset due to delayed/no response and possible survey shortcomings. Team concluded root cause included overloaded staff, single inbox handling and process gaps; shared inboxes and daily reporting were improvements. Improvements applied (shared inbox, daily reports); follow-up planned with customer. Root cause check: partial - Root cause (communication/overload) identified and mitigations implemented; need to verify sustained improvement. |
| - | Initial | 2026-04-02 08:42:26 | anonymous | - |