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Complains about the manager’s actions.
Delfi Būstas received a letter from one of the residents of the apartment on M. Mažvydo street in the Pilaitė district, Vilnius, complaining about the actions of the Mano Būstas housing company. First, according to the letter, residents are not satisfied with the change in order in the company. In the past, each managed apartment building had its own manager, but recently this procedure has been abandoned and service to residents is one call. However, according to the letter, that new order has caused chaos.
“Since then, to carry out work or present reports, it is no longer possible to request, an example is the replacement of light bulbs in the parking lot. In half a year, of the 18 bulbs that do not work, only half have been replaced, and each month it costs 1.41 euros for the maintenance of parking lots and funds for an object of common use, depending on the apartment, but the average is about 2 euros ”, says the reader who sent the letter.
The letter goes on to say that residents are refusing to pay for what they say are mistakes made by the manager himself.
“Another problem is that our house is declared a non-smoking area. My Home, at odds with the stairs, hung boards on the wall, despite the fact that there is a bulletin board for such notices. And now, to hang an advertisement or a poster and fix the border, 124 Eur is needed as a service. The distribution of the flats is not a large sum, but why do we have to pay for their mistakes, especially when we have a responsible population with whom we can coordinate our actions ”, the letter reads.
Company: we listen to the voice of customers
Delfi Būstas has requested comments from the company that manages this apartment building on the complaints of the neighbors included in the list. Not only were relevant questions asked of residents, but also why the company changed its business model, abandoning managers, how to take into account the constantly heard complaints that such a model is not acceptable to residents. As stated in the “My Home” response, in the case of this particular home, “we want to ensure that all comments made by customers are already addressed and will be fully resolved in the near future.” We are a customer-oriented company, so we always try to make sure that the residents of our apartment buildings receive the best services on the market. “
The following is an original, unedited, and unabridged comment from the company at your own request.
Mano BŪSTAS constantly strengthens and invests in sustainable relationships with clients. We are the only apartment maintenance company that communicates with its clients in a variety of ways that are convenient for them: by phone, through a self-service platform, a correspondence app, email. by mail, teleconference and, where appropriate, direct contact. Through regular surveys of customer expectations, we see that it is very important for some of them to have a specific person assigned to their home. We listen to the voice of customers, so for some time now, every apartment building that has elected a president or representative has had a dedicated private customer consultant. He helps to solve home care problems more effectively and personally ensures that communication between the company’s specialists and the home representative is smooth and efficient. We are glad that this has paid off: Presidents or Members of the House appreciate this form of communication.
We are currently also changing our business processes and assigning a specific representative to some apartment buildings, who monitors and controls on a daily basis that all customer inquiries and issues registered through the Customer Center or digitally are resolved even more efficiently and quickly. . We have no doubt that this will help strengthen community relationships with our customers and ensure an even higher quality of service.
We have particularly tight control over contractors who perform various repairs to our clients’ apartment buildings. If we or our clients see that the work is of poor quality, we always force the contractors to repair the defects on their own. This process is coordinated by our Quality Control Department.
We are market leaders in this field for more than two decades, so our accumulated experience and a strong team of competent specialists will always help solve even the most complex home care problems. “
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