Customer news Repairs

How we’re improving our services

We’re committed to delivering a great customer experience and we want to be easy to deal with. To do this, we’re focusing on getting you to the right person to deal with your query quickly, and our repairs service - the services that you tell us are most important to you. 

We know that our phone and email wait times have been longer than usual, and how important it is to get an answer to your query once you get through. So, we’re using your feedback to make improvements. It’ll be the same dedicated advisors, but they’ve had additional training to answer more specialist queries. We hope this will mean that the first person you speak to you will be able to answer your query or put you through to the right team. We’re also making it easier to contact our Lettings, Income and Anti-Social Behaviour team if you have an active case. So, you’ll be able to get through directly when you need to. 

On repairs within your home, we’re meeting our targets to complete emergency and urgent repairs quickly, however, routine repairs are taking longer than usual to complete. Like many businesses, we’re having difficulties getting some parts from suppliers and recruiting the right skilled staff for certain repairs. We’re working hard to reduce the time to wait for a routine repair, with previously reported routine repairs taking 10 weeks on average, and around 4-6 weeks for newly reported routine repairs.  

We’ve created a dedicated team that’s focusing on completing our oldest repairs over the next few months. We’re also improving how we’re communicating with you to keep you informed on the status of a repair by sending reminder texts about your appointment.  

We’d like to thank you for your patience whilst we make these changes, and we hope you see these improvements over the coming months.    

And remember to let us know if you’re not going to be home for your appointment. We can rebook your appointment at a time that suits you and can offer your appointment to someone else.