We have a great team here at The DPS and I’m sure you’re all wondering what they get up to on a daily basis! Well now’s your chance to find out. We’ve asked several of our team members to write a blog for you, introducing themselves and what they do as part of The DPS. Among those contributing will be Chris Jackson, one of our Customer Service Representatives. You’ll also hear from one of our letting agent Account Managers, an ADR case Handler and our Head of Adjudication.
To kick things off though, here’s a little bit about our Director, Kevin Firth, in his own words.
What does your role involve? I have overall responsibility for The DPS, including our employees, our systems, the decisions we make and the service we provide. No pressure then !!
What’s the funniest thing you’ve seen whilst in the role? A landlord had walked around their rental property in bare feet, gathering the dust and crumbs from the floor, then sent us the picture of her feet as evidence that the tenant had not cleaned the floor. Whilst adjudication is a very serious issue with sometimes quite large sums of money at stake, every now and then a landlord’s interpretation of a paper-based service provides for some light relief.
What’s the best thing about your role? I like attending and hosting events because it gives me the chance to meet with landlords, letting agents and tenants and find out what they think of the service, what they think we do well, and ways in which they think we could enhance the service. We’ve updated several of our processes following feedback from our customers and it’s made the scheme more efficient over the years.
What’s most challenging? Raising awareness amongst tenants to ensure their landlords and letting agents are complying and protecting their deposits. It’s harder to spread the message amongst the tenant community as it’s constantly changing and we’re always looking for different ways to reach them. Social media channels like Twitter are helping us reach this audience and we’ve got nearly 2,500 followers.