REPAIRS SATISFACTION LEVELS SHOW POSITIVE IMPACT OF NEW EAST REGION MAINTENANCE PROVIDER
REPAIRS satisfaction among our East region customers has increased in all areas after we made the switch to a new provider.
We welcomed Foster Property Maintenance as our new East region repairs provider in November 2023, with customers reporting an immediate impact on how the service is delivered.
East region customers say they’ve seen a big improvement after we acted on their feedback to make the change and enhance their service experience.
One resident, Tina said: “The fitters were wonderful, they did a fantastic job.
“I was so impressed with them.”
Satisfaction with repairs quality among East region residents hit 100% in May 2024, just seven months after welcoming Foster as our new repairs and maintenance contractor in the area.
Repairs scheduling satisfaction has risen from 25% under our previous provider to 90% during our first seven months with Foster.
Satisfaction with repairs communications also rose from 35% to 100%, while satisfaction with Foster operatives hit 90%, up from 60% with our previous provider.
Take a look at the table below for more details.
| May 2024 satisfaction figures with Fosters | % Position change from October 2023 with previous provider | |
| Repairs Satisfaction | 90% | 30% higher |
| Reporting Satisfaction | 60% | 10% higher |
| Scheduling Satisfaction | 90% | 65% higher |
| Communication Satisfaction | 100% | 65% higher |
| Operative Satisfaction | 90% | 40% higher |
| Repairs Quality Satisfaction | 100% | 35% higher |
“We’re very pleased to see repairs satisfaction levels rising for customers in our East region,” Catherine Dixson, Muir Chief Executive said.
“We still have work to do and we’re committed to putting things right and providing a service that’s easier, smarter and better for you.”
Karl Chappell – Director of Operations at Foster said: "We are thrilled to see the positive impact we've made in such a short time as Muir's new repairs contractor in the East.
“The increase in customer satisfaction across all areas reflects our commitment to continual improvement and true collaboration with Muir to meet customer needs.
“We're pleased our efforts have resulted in an improved service delivery, and we’ll continue to enhance our approach collaboratively, to continually improve the service and satisfaction moving forward.”