Tenant Talks Goes Virtual
The Tenant Talks team has made considerable progress since we started having conversations with residents last October.
WHAT WE HEARD
During tenant talks sessions, we heard clearly that COMMUNICATION was key to what you wanted OCH to improve. So here are a few things we have introduced and another we will be introducing shortly:
In the OCH call centre, we have added a feature where you, an OCH tenant, will know where you are in the queue and the phone system will let you know how many callers and minutes you are away from speaking with a call centre operator. Another feature in the call centre is that you can select a button to get a callback instead of waiting on the telephone and in doing this you will not lose your place based on the order that phone calls were received.
Lastly, we are working on an automated system that will receive your emails and track how it is being dealt with to ensure the follow up is done and we have a record of it.
Staff are continuing to work on other initiatives related to what we heard through surveys and in-person sessions.
While the COVID-19 pandemic has put our in-person sessions on hold, the team has been hard at work finding new ways to keep Tenant Talks going remotely.
The team has been reaching out to residents through our social media channels – Twitter, Facebook and Instagram, as well as the Tenant Talks web page – to keep the conversation going. We hosted two virtual sessions on April 22 and July 16 to take questions and offer answers about OCH operations during the COVID-19 physical distancing protocols. You can find the questions and answers on a dedicated web page at www.och-lco.ca/tenant-talks/tenanttalks-covid19/
We have also been seeking out tenant champions who will continue to work with us on improving service and help us to build stronger, better communities together.