David Wilson Homes – reply from MD and my response

Hi Chris,

Thank you. I fear that things might not be as robust as you think. If the systems are fit for purpose then I would suggest they are not being used correctly, or the culture is wrong. Customer service is much more than logging faults and then getting tradesman to fix them.

I have no idea what to expect from customer service. Would a service level agreement setting out what a customer might expect not be a start?

Having said all that individually, people are pleasant.


Nick Clarke


Read my Blog: https://nickclarkecambs.wordpress.com

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On 21 Oct 2014, at 12:31, Hatfield, Chris <chris.hatfield@dwh.co.uk> wrote:

Dear Mr Clarke

I am sorry that you have had problems with our customer service team not dealing with remedial works in a timely manner.  Whilst I note your suggestions on how we might improve our service levels, our systems that we have in place are robust and should identify all of the issues that you have highlighted. We log and track the age of our open defects, speed of resolution and a number of other key performance indicators such as volume of oncoming calls, duration of calls, call waiting times etc.

I will chase up your outstanding defects  and ask that a member of our customer service team contacts you today to go through them.

Kind regards,

Chris Hatfield

Managing Director

David Wilson Homes South Midlands

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