Customer news

Our new virtual appointment service

We're now offering virtual appointments to discuss repairs

Following a successful pilot, you may be offered a virtual appointment with an experienced tradesperson to discuss your repairs. These appointments will help us to assign the right tradesperson, materials and visit length needed to complete your repair on the first visit.

Where suitable, you'll be offered virtual appointments by our customer experience advisors. Once booked, you'll be emailed a link which you click on your mobile to join the appointment. No app required! The tradesperson will then use the video call to inspect the issue and ask some additional questions - they may even be able to talk you through how to complete a quick fix there and then!

The virtual appointment service will help us complete repairs quicker and stop you having to wait around for multiple visits. This is a developing service, but early feedback has been incredibly positive.

Carolyn Munns, Head of Property Services said “With repairs such as broken tiles or replacement doors, these appointments will help us understand the work required and ensure we order the correct materials to get the job done first time. Virtual agents will be able to complete more appointments compared to if they were visiting in-person, helping us to get someone to the customer with the right equipment sooner.”

User guides for joining virtual appointments are available for both iPhone and Android phones

Watch this video to find out more.