Improving your Repairs Service: your feedback and planned improvements

An update from Jonathan Hunter, the lead on the review of your repairs service.

As part of developing our Corporate Plan, you told us that having a really good Repairs Service was one of your top priorities.

Over the last six months, we’ve been carrying out a review of the repairs service which included a survey of customers on Our Voice to understand what we needed to improve.

Thank you to everyone who took the time to share their views. Using this survey alongside other feedback including complaints, we have identified the following key areas that will improve your future repairs service. These include:

• Enhancing our online services for customers with improvements to the customer portal.
• Improving the way we identify the type of repair needed to help make sure problems are fixed first time wherever possible.
• Reducing the number of missed appointments by improving the way we communicate throughout the repair process.
• Clarifying which repairs are our responsibility and which are a customer’s responsibility.
• Looking at improving the way we prioritise repair requests to reflect customers circumstances.
• Ensuring our contactors provide a consistently high-quality service.
• Improving the way we manage complex repairs
• Increasing productivity in order to deliver a more efficient responsive repairs service.

We’ll be getting in touch again soon to get your views on some of the specific improvements we’re looking to introduce. We’ll also continue to keep you updated through our eNews bulletins and the website.

Thanks for your continued support and remember if you have any questions or need any further support you can contact us via Chatbot or our Customer Hub.