Customer Care Service
The Customer Care function was introduced in 2008 following the organizational restructuring. The function is charged with the responsibility to primarily manage the relationship between the Corporation and its customers, management of the outsourced call centre, Research and Development and the reception and management of escalated queries.
In an effort to align its efforts to the long term Customer service objectives of the Corporation, the function pledge to work hard on maintaining existing customers, develop capacity to accommodate the increased customer base anticipated in 2009 – 2016 Strategic plan, enhance Customer Satisfaction at BHC and most importantly contribute towards efforts directed on leveraging the corporation’s corporate image.
In order to have an intimate knowledge of our Customers, the Customers have been has segmented according to individual and corporate segments and dedicated outreach programs have been developed to reach out to the specific segments and individual elements within the segments. All these efforts are directed towards creating a positive customer experience and encourage more Batswana to be more attracted to the corporation’s products.
A number relationship management tools have been adopted and are used interchangeably to help us get closer and know more about our customers and have a data base that carries all the necessary details of our customers. The tools include but not limited to the following;
- Research and Development
- Outsourced Call centre
- Customer Segmentation
- Service Level Agreements with key customers
- An up-to-date Customer Data Base
- Account Profiles
- Tenant meetings
- Customer days
- Corporate Events
- Planned and Regular Customer Visits
You may contact the BHC Customer Care Unit at:
3605100 or customercare@bhc.bw
The BHC Call Centre
The call Center facility was introduced as one of the customer centric initiatives. It is expected to provide up-to-the-minute customer support with regard to all maintenance reports, to process in coming customer enquiries and queries as well as to provide a dominant customer interface platform.
The facility was launched on the 01st of April 2008. Customers are expected to report and make enquiries on matters relating to maintenance of their rented houses as well as complaints and Sales enquiries.
To contact us, BTC fixed line users may dial 1167 while mobile users may dial 3159902. The call Centre agents will receive and process all calls and enquires from customers and ensure that they are assisted accordingly.
Effective from the launch date, customers will no longer have to contact any of the Corporation’s offices for matters relating to maintenance.
Please contact us with all your maintenance requirements, Complaints and/or Sales enquiries at:
1167, or
Tel: +267 3159902
Fax: +267 3186482
E-mail: customercare@bhc.bw
All Departments | Turnaround Times/warranty periods |
Standard waiting period | 5 minutes |
Acknowledgement of walk in customers by reception | Immediate |
Written correspondence Acknowledgement Response to written correspondence (include letters, fax and email) |
1 working day
5 working days |
Defects Liability Period (DLP) AND Warranty on equipment/materials | Turnaround Times/warranty periods |
Defects Liability Period (DLP) Means a set period of time after a construction project has been completed during which a contractor has the right to return to the site to remedy defects on a house. DLP is 1 year Defects are categorized into Emergency, Urgent and Normal. Emergency relates to life threatening defects or those that have substantial financial implications Urgent relates to major but non-life threatening defects Normal relates to minor defects in the home |
Within 24 hours Within 5 days Within 2 weeks |
Warranty on equipment/materials in the home Roof Covering Geyser Termite infestation Roof Trusses |
Valid for 1 year or substantive rain Supplier warranty excluding element 5yrs from final completion / handover supplier warranty |
Latent Defects (structural defects) Refers to defects on the structure i.e. cracks that can become visible over time | Within 10 years from final completion / handover
|
Request for house drawings (architectural plans) | within 3 days of request |
Lease Management | Turnaround Times/warranty periods |
High density areas waste collection | Once every week |
Pest and insect control | 5 working days |
Customer account statement | Once every quarter ( for post and email) |
Refundable deposit | 30 calendar days |
Cheque application for various claims | 7 days |
Rent Offer Includes the vetting process, committee sitting etc |
14 days |
Contracting of the lease | 1 working lease |
Lease termination | I month notice |
Breach Time taken to remedy breach | 14 days |
Occupation (new tenancy) will be given
| 1 working day |
Change of tenancy joint inspection (for institution) | 5 days |
Cleaning of high density areas | Daily |
Tenant/Stakeholder interaction | Once a year (different localities) |
Removal of abandoned items within the Corporation rented units or plots | 1 month |
Property Sales | Turnaround Times/warranty periods |
Scheme notification | 1 month |
Option of first refusal | 3 months |
Sales application vetting | 5 days |
Joint inspection/selection of property ( done with customer) | 2 days |
Sales contract | Within 2 days of receipt of undertaking/payment |
Transfer of title | Signed documents to be released within 5 days of receipt of documents |
Acknowledgement of payment | 1 day from date of payment |
Handover of the house ( includes customer pack and keys) | 1 day from receipt of payment/proof of payment |
Security deposit refund | 30 days from sales date |
Association annual general meeting | 60 days from date of first transfer |
TPS Loan-book Customer statements Balance request Loan clearance Installments Refunds Payment of suppliers Rental payment |
Every 3 months 1 day from date of request 5th working day of the following month after clearance Monthly in arrears 30 days from date of clearance 30 days from receipt of invoice Monthly in advance |
Maintenance Services | Turnaround Times/warranty periods |
Emergency reports | Within 24 hours (from the moment a call is logged) |
Urgent reports | Within 3 days |
Normal reports | Within 10 days |
Notification of chargeable maintenance | During inspection and in the presence of customer |
Provide cost estimate for repairs | Immediately after inspection |
Issuing a customer with chargeable maintenance invoice | 30 days from date of chargeable maintenance notification |
Quality checks on repairs carried out | Within 5 days from completion of work |
Cycle maintenance | Every 5 years |
Contractor Identification: Identity document with BHC logo, work order and reference number. All maintenance requests must be registered with our 24/7 Call center facility at the following contacts: Tel: 3159902 Or : 1167 Land lines only | |
Complaints | Turnaround Times/warranty periods |
Acknowledgement Response Response to emails (customercare@bhc.bw) | 1 day Within 7 days Instant (auto response)
|
Enquiries Acknowledgement Response |
1 day Within 5 days |
Office Hours Mid-week | Morning: 07:30 – 12:30 Afternoon: 13:45 – 16:30 |
Cash office Hours: Midweek | 08:00 – 15:00 |
Cash Office Hours: Weekend | 08:00 – 11:30 |