April 10, 2020
RESIDENT SUPPORT LINES RECEIVE POSITIVE FEEDBACK AMID PROACTIVE ADJUSTMENTS TO SERVICE
As an example of our ongoing commitment to our core value of "Duty of Care", Avenue Living Communities has continued our dedication by providing support and help to our 20,000 valued residents, as we face the Covid-19 crisis together.
To combat these tough times, we launched two support lines for residents in mid-March, and we're so pleased at the feedback we have received, across all of our communities.
"It needs to be recognized what an outstanding job your customer service team is doing representing your company," said a Saskatoon resident via email.
"His [a resident experience specialist] customer service skills, knowledge of questions asked, kind and friendly demeanor, mixed with his unique ability to be empathetic and sympathetic during such a difficult and uncertain time for many people, are qualities that are rare and need to be recognized fully."
Our Prairie Relief Team is dedicated to assisting residents with current rental concerns such as payment worries or other property-specific concerns. We're here to listen and solve problems together.
"Thank you for your kind service to your tenants," said a Medicine Hat resident via email.
With the ongoing COVID-19 pandemic, as with many organizations, it has not been easy to adapt to daily challenges we now face as an organization. But please know that we will always put our resident's safety and concerns first as we adapt our business processes and services to accommodate social distancing and financial struggles that you may be facing.
"Thank you for the continued updates. I appreciate you folks," said a resident from Edmonton, in response to our daily communications that have also been in place since mid-March.
We have been communicating as our duty of care to you, and we're glad that we can be of some help to put your woes at ease.
Our Community Task Force is there for residents who need assistance with things like delivering groceries or walking your dog, amongst any other help residents may need. Please reach out and we will accommodate your needs the best way we can.
"Seriously, thank you guys so very much for everything you've done and again thank you for taking that fear and anxiety away," said a Saskatoon resident via email.
The feedback received from our residents validates our efforts to support them. We know that both our specialized teams are going above and beyond for those residents who have reached out in need of assistance.
While these support efforts demonstrate our great teams living by our "Duty of Care" and "In It Together" values, and our adjustments to other services also showcases our teams' "Entrepreneurial Spirit" come alive.
To ease all those pressures of trying to find a new home at this time, we now offer virtual viewing, digital lease agreements, and remote payment options to limit person-to-person contact in adherence of the Government of Canada's social distancing and self-isolation guidelines.
We have received more great feedback from our residents on our cleaning contractor's additional cleaning of high-touch points such as door handles, elevator buttons, and intercom buttons with increased frequency.
"Your company is very kind for making these arrangements."
Need some help? Get in touch!
Prairie Relief Team - For current residents' rental enquiries: email email@example.com OR call 1-855-247-1492 ext. 5
Community Task Force - For assistance with groceries, walking your dog and other assistance: email COVIDfirstname.lastname@example.org