Every day we survey customers who have had a repair to their home so we can hear how they think we did.
Between April and June, 75% of the 2,039 customers we surveyed were satisfied with our repair service.
Satisfaction with our repairs has improved in May and June 2024.
What we’re doing well
You told us that you are treated as a valued customer and feel that our colleagues are knowledgeable and competent at their job.
Your level of satisfaction depended on the type of repair.
Customers having adaptations, plastering and gas repairs feel very satisfied with the repair.
For major repairs, for example groundswork, bricklaying and roofing, customers are satisfied with the quality of the work.
Changes we’re making
You told us that you are least satisfied with how easy it is to report a repair. You also said that you don’t feel that we keep you well-informed during the repairs process.
What you told us…
-
You feel frustrated when we leave a repair unfinished or incomplete and you need to contact us to schedule a follow-on repair.
-
You feel it takes too long for a repair to be completed.
-
You’re dissatisfied with poor quality repairs that mean we have to return several times - and would receive rather a "first-time fix".
How we’ve responded
-
We’re restructuring our repair service to focus on getting every repair right first time. We have also developed new technology to improve our repair process, giving residents much greater visibility. Our residents throughout the UK will benefit from this new technology before the end of 2024.
-
We’re introducing better systems to track poor quality work and we’ll offer training and support to our staff when this happens.
-
By the end of October, we’ll send text messages to tell you the date and time of your repair and we’ll aim to get more repairs right on the first visit.
Your feedback is appreciated and helps us to improve our repair process. We will monitor how you feel to see if our changes have the impact we’d like to see.
