Service Request Satisfaction

Purpose (Why we do this):

To ensure we are providing Superior Customer Service Horizon sends a satisfaction survey to all residents asking for feedback on the work performed in their apartment. 

Policy (What you're supposed to do):

Property Managers and Maintenance Supervisors should review the Work Order Satisfaction report in Entrata at lease 1x per week. 

Procedure (HRA Way!):

When a resident is not satisfied with the completion of their service request, the maintenance supervisor is responsible for following up with the resident to determine what needs to be done to correct any mistakes or to complete work that was missed. Once the follow up is completed, an email will be sent to the Regional Manager from the PM/MS explaining what is being done or has been done to correct the review.