GDPR
What does GDPR stand for?
General Data Protection Regulation
Name two system used in CX and what they are used for?
Puzzel
Capita(One Housing)
MRI
M3
Pay360
MyNCHA
What does RR and NR stand for?
Routine Repair
Non Routine repair
What does LDMC EDMI and SDMI stand for?
Low Damp mould and Condensation
Emergency damp and mould inspection
Signficant damp and mould inspection
When would you use a customer account teams buddy group
If they are on AL
What is the correct corporate call opening you should use when answering a customer call?
Good Morning/Afternoon, NCHA Customer Services, you’re through to [Name], how can I help?
Where should housing-related notes be recorded in Capita?
Housing Diary and a CRM should always be logged.
NR FENCING - Today's date.
How quickly do we need to respond to an EDMI ?
24 hours
How do you put in a call back for community coordinators
Ensure to include as much information as possible.
What three pieces of information can be used to verify a customer under GDPR?
When should you add a job note on?
If you've interacted with an open work order, that can be adding additional jobs or come across new information.
- Plumbing
- Joinery
- Brickwork
- Guttering
- Fencing
- Inspection
Where do you raise an LDMC work order and who do you @ in the chat
What platform do we send forms from and give me a few examples of forms we send out.
Adobe
- MEX
- Terminations
- J2S and S2J
- Pet application form
- Advocate form
- Newark and Sherwood
What should you do if a caller fails GDPR checks but insists on continuing the conversation?
You must politely refuse to share any information and explain that GDPR must be passed before continuing. You can offer general guidance but not account-specific details.
If you'd like to capture some information regarding a potential job or issue
E.g customers called about a light bulb but you've gone back for more information, or there is pest issues and you've gone back to ask for more details.
Give 4 examples of jobs we raise on Capita(One Housing)
Electrical
Defects
Gas breakdowns
MEX gas and electrical checks
MCS
Slack and Co (Flooring Inbox only)
Give me five things that constitutes as an emergency hazard under awaabs law
Sunday
4 weeks
What is the process for adding an advocate? What things do you need to do and check?
> Send adobe form to tenant and then to advocate and ensure they know to sign on the right places.
> Upon return add all advocate details and save the file on the tenancy file.
If you have replied back to an email and need to put a diary note what three things should we always include?
Give me some examples of emergency work orders and what text we always put in at the start of the job description
Awaabs Law
Go through the call process of doing a DMC triage
> GDPR
> Location
> Vulnerabilities
> Issue
When looking on an account what different things indicate there is an issue during their monthly rent cycle?
1TX
AL1/2/3/4/5
When looking at transaction history they fall into arrears for the majority of the cycle, whereas a healthy account will be 1 month a head in credit