At County Housing, customer service is more than a department, it’s a commitment that guides everything we do. From answering phones to responding to maintenance requests, we understand that every interaction shapes the experience of our residents. That’s why we’re proud to share the highlights of our Q1 Customer Service Survey—and the steps we’re taking to keep improving.
What Residents Are Saying
In the first quarter of 2025, we heard directly from hundreds of residents through our Customer Service Survey. The feedback was clear: many residents see and appreciate the positive changes happening across our communities. We were encouraged to learn that satisfaction with response times, staff professionalism, and overall communication continues to trend upward.
At the same time, the survey helped us identify areas where we can do better—and we’re listening. Whether it’s ensuring timely follow-up or improving clarity around service processes, your input is helping shape real change.
Celebrating Our Staff
Behind the numbers are the dedicated staff members who go above and beyond every day. We’re proud to recognize several team members who received multiple shout-outs from residents for their exceptional service:
Latrice Binion – mentioned as being “helpful and friendly”.
Terria Bright – received praise for being kind, helpful, professional, and informative.
Gabriela Court – appreciated for being helpful and understanding.
Denaijah Curry-Harris – noted as “wonderful.”
Melody Day – mentioned as providing great service.
Kelly Fraction – described as exceptional, with “impeccable” service.
Matthew Harms – recognized for being helpful and accommodating.
Chelsey Lovett – referred to as a “sweetheart.”
Thank you to every staff member who continues to lead with empathy, efficiency, and excellence. You are making a difference.
Improving Systems, Enhancing Safety
Excellent service also means thinking big. We’re investing in smarter systems and stronger policies to serve residents better:
Safety First: From the arrival of clearly marked fleet vehicles to new staff uniforms and updated policies like our Firearms & Weapons Policy, we’re taking visible steps to make our communities safer.
Occupancy Alignment: This initiative ensures that families are living in homes that fit their current needs—making space available for those on our waitlist while supporting current residents through respectful transitions. It’s a way to make the most of our housing stock and serve more families, more fairly.
Maintenance IQ: Our new digital tool allows us to track work orders more efficiently and notify residents via real-time text message updates. This means faster response times, better scheduling, and improved transparency.
Moving Forward Together
We are proud of the progress we’ve made—but we know service excellence is a journey, not a destination. Thank you for your ongoing support and engagement.
