Contacting GSA…
Customer journey via email
A simple but real scenario…
Lights left on the store room
As you can see from this image, behind this locked door is a large room, a mystery to most of the residents. However they often need to report to GSA that the lights have been left on; requesting that they either send someone to turn off the lights or provide them with the combination so they can turn them off. In the same month that GSA issued a survey discussing the need to be environmentally friendly (asking the residents what they are doing to reduce their carbon footprint) and knowing that there were GSA engineers working within this property and in the neighbourhood throughout the week, this should be simply and quickly rectified…
Emails Sent
Email 1 - 12th August 2021 19:14
Subject - Lights left on again
Hello,
Your last survey was around being environmentally friendly yet your engineers have left the lights on again:
PHOTO ATTACHED
Can you please send one of your local engineers to turn them off please?
Regards
************
Email 2 - 14th August 2021 09:10
Subject - Lights left on again (still left on)
Hello,
Following on from the email sent on Thursday asking GSA to turn off the light in the store room that had been left on by your engineer. Usually I wouldn’t expect you to respond within a reasonable timeframe due to the distance your guys have to travel, however one of your engineers was working at Alice Margaret House yesterday and could have easily popped in and turned off this light. Being that he probably wasn’t local (correct me if I’m wrong) wouldn’t that have been business savvy (saving on both petrol and electricity) and environmentally the right thing to do?
Taken this morning:
PHOTO ATTACHED
Whilst you are a non-profit and supposedly environmentally friendly organisation this seems more than a little shortsighted. Can you please make me aware of why this reasonable request was ignored and why the lights are still left burning? As you won’t read this until after the weekend it will be Monday at the earliest until these light will be turned off, consuming power and wasting yet more money.
Kind Regards
***************
Email 3 - 16th August 2021 18:07
Subject - Lights left on again (still left on)
Hello,
There was another GSA engineer here this morning, however the lights have still be left on the store room. When will these lights be turned off?
Regards
*********
Emails Received
Email 4 - 17th August 2021 12:55
Subject - Lights left on again
God afternoon
Could you provide an address please?
Regards
********
Customer Services
T 0300 111 7000
This is a little annoying as the concerned resident has reported numerous issues and their address is affiliated with the email account used and is known by GSA. This should have been searchable. All customer databases that hold customer information have a search feature, even the simplest web based CRMs. Surely the system that GSA have recently spent money on updating would have this simple search function.
Perhaps this is because GSA have outsourced their call centre, I’m not sure if this is the case but the email address has changed from the original - info@greensquareaccord.co.uk to CustomerFirst.EmailQueue@greensquareaccord.co.uk
This would certainly appear to be a first line contact response, perhaps used to take some pressure off the overburdened call centre. Let us all hope this is a temporary fix due to COVID and not the new GSA way of communicating with customers.
Email Sent
Email 4 - 17th August 2021 12:57
Subject - Lights left on again
Good afternoon *******.
Maureen Christian House.
Thank you
***********
Thursday 19th August 2021 - A whole week after reporting this issue (and with GSA operatives here on every working day) with only one email response these light are still on.
Seven days, one generic response and no action. Is this the GSA way?
Email Sent
From: **** <*****@gmail.com>
Subject: Re: Lights left on again [#4285AG]
Date: 22 August 2021 at 10:25:30 BST
To: Customer First Email Queue <CustomerFirst.EmailQueue@greensquareaccord.co.uk>, info@greensquareaccord.co.uk
Cc: Contact Us <Contact@GreenSquareAccordResidents.co.uk>
Hello,
The lights are still on. Any update on when you will be turning these off?
Regards
Mr ****
Update: Light turned off - 25th August
Timeframe - 13 days
Emails Sent - 5
Emails Received - 1
Summary - With GSA engineers and grounds team on site every working day since this issue was first raised this is disappointing. It is clear this issue could have (and should have) been resolved within twenty-four hours of being reported.
What do you wish the sector was talking more about right now?
“We’re good at talking about all sorts of things. There’s a point where you have to stop talking and start delivering. We’ve probably reached that stage with decarbonisation.”
From: 15 minutes with… Ruth Cooke, chief executive of GreenSquareAccord