We wanted to say a big thank you to all our customers for your patience during one of the worst spells of winter weather on record.
The Beast from the East, followed by Storm Emma saw temperatures plummet and we experienced the coldest March day in 100 years.
We appreciate the impact on our customers was significant as freezing temperatures caused boiler failures and later burst pipes.
Despite everything the weather could, and did throw at us, Rykneld Homes and its staff worked hard to keep open and deliver an emergency service where we were able.
Helping Vulnerable People
Snow and ice made many of our estates impassable and our vans struggled to access side roads. But even when conditions were at their worst our staff managed to make their way on foot to carry out repairs for the most vulnerable people.
We would like to thank everyone who has since sent messages of praise for the actions of our staff - we are very proud of their commitment and dedication in what were very difficult circumstances.
We've included here a message from a customer who emailed us with some very kind words about the service she received:
"I would like to compliment you on your amazing emergency repairs service. My boiler broke down yesterday. I rang the emergency number and was told they would try to get to me as soon as possible. Conditions in Ashover were (and still are!) atrocious. The roads were just hard packed snow/ice, there was a strong wind and the temperature was well below freezing.
Four hours after ringing, your repair man was at the door. He quickly did a temporary repair. I was his 2nd job in Ashover and he was off to Littlemoor next (worse than Ashover and higher). It was now 6pm - conditions were awful. I hope he got home ok.
From my initial phone call to the boiler's repair, everyone I spoke to at Rykneld was kind, helpful, efficient and friendly.
Thank you to all of them. You should be very proud of your staff and they should give themselves a pat on the back!! From a very grateful (and warm!) customer."
Thanks to the tremendous efforts of our staff, Rykneld Homes was able to:
- Maintain services with a reduced number of staff, with many staff walking to work on the worst two days
- Staff at Pioneer House worked until 10pm on the Thursday to deal with the high volume of calls coming in and to provide help and support for the most urgent and vulnerable cases
- Members of the Senior Management Team maintained contact with a number of vulnerable customers throughout the evening and night on the 1st and 2nd March whilst operatives were travelling to assist them
- We are very proud of all our staff who struggled into work during the worst of the weather, some even walking from outlying villages to Pioneer House and others dealing with heating failures on foot when conditions on estates meant they were not accessible by vehicles. They helped us to keep services going every day, especially for the most vulnerable
- Our Contact Centre opened on Saturday 3rd March from 9am to 1pm to take calls and advise customers where possible
- We had operatives and staff working all over the weekend to deal with the emergency repairs and to support customers
- On Thursday 1st March between 10am - 5pm there were 1,800 incoming calls to the Contact Centre - more than three times the average. All available staff (not just Contact Centre staff) dealt with these enquiries
- Rykneld transported Contact Centre staff to and from work to do an evening shift 5pm - 10pm. Some staff members who had started work at 8am also stayed to cover this shift until 10pm
- Friday 2nd March between 8am - 5pm there were 1,349 calls.