The interactive platform that the Johannesburg Property Company (JPC) has come up with to resolve customers’ property-related queries has proved to be a phenomenal success.
Every Wednesday, the JPC – the City of Johannesburg’s property arm – holds “Open Days” at its Braampark, Braamfontein offices during which enquiries from all the City’s seven regions are being attended to by the Regional Managers or their representatives of JPC who attend to clients for four hours – from 9am to 1pm –responding to property-related queries.
From the beginning of July 2013 to the end of September 2014 – a total of 2 739 customers attended the “Open Days” and have had all their enquiries being attended to, according to Engela Nieuwoudt, the JPC’s Manager: Client Servicing Unit.
The “Open Days” are also used as a platform to discuss new proposals and to provide residents with feedback on their enquiries as well as information on enquiries that have already been submitted.
“This also gives JPC’s officials the opportunity to engage with customers and residents in an interactive manner,” says Nieuwoudt.
The enquiries posed by the customers pertain to issues such as leases and sales of commercial and residential properties; parking; servitudes; sanitary lanes; encroachments; community facilities such as churches, crèches and sports facilities; outdoor advertising; user agreements and access to information.
“Open Days give the Regional Managers and the Client Servicing Unit the opportunity to explain in detail the responses, fees and costs involved [in some of the transactions], and follow-ups on outstanding enquiries. This also builds a relationship between the customers and our Regional Managers,” she says.
“The aim of our unit is to ensure speedy and effective resolution of customer enquiries. It also ensures effective communication, cooperation and accurate information sharing between the JPC and external stakeholders – the community, councillors, business enterprises and non-governmental organisations,” she says.
Nieuwoudt adds that the overall experience of the customers who attend the “Open Days” is positive. These interactions, she says, also help to improve JPC’s service delivery.