WE’RE IMPROVING YOUR REPAIRS SERVICE WITH A NEW WAY OF WORKING AND NEW POLICY – NOW!
WE’RE enhancing our repairs service by launching a new way of working and refreshing our Repairs Policy to make things easier, smarter and better for you.
Our new Repairs Policy explains how we’ll do things – with changes to response times among the improvements we’ve made.
New ways of working – including how we diagnose your repair over the phone – will help us fix more repairs right first time.
These changes are going live – now!
The changes we’ve made - based on your feedback in #TheBigChat, resident surveys, Tenant Satisfaction Measures (TSMs) and engaging with your National Residents Group (NRG) – will help ensure we deliver on our Customer Commitment.
Learn more about them…
New Repairs Policy…
Some of the highlights of our new Repairs Policy include:
Making it easier to know when your repairs will be done, by reducing the number of repairs categories.
- We’ve provided examples of the different types of repairs we’ll complete within each category.
Making it smarter by clearly explaining what repairs we’re responsible for and those you’re responsible for.
- We’ve provided clear examples of the different repairs we’re both responsible for.
Making it better by providing clear timescales for when we’ll complete repairs.
- We’ll agree appointable repairs with you, at a time suitable for you.
You can see our new Repairs Policy here: Muir Repairs Policy 2024.pdf [pdf] 500KB
Your Repairs Factsheet is available here: Factsheet - Repairs Service 2024.pdf [pdf] 41KB
New way of working…
We’ve just launched a new way of diagnosing repairs more easily which will improve the time it takes to resolve them.
A new diagnostics tool helps us ask the right questions when you’re reporting repairs, including reasonable adjustments you’d like us to consider.
This means we can schedule operatives with the right skills and equipment to complete more repairs ‘right first time.’
It’ll also help us be more efficient, improving the way we work and the overall time taken to complete repairs.
“Changes we’re making will make a positive difference to your repairs service,” Liam Radford, Muir’s Head of Customer Experience (pictured) said.
“We’ve seen a noticeable improvement in our East and Northallerton areas since introducing new repairs providers just one year ago.
“Our new Repairs Policy and our new way of diagnosing your repairs will result in everyone’s repairs service improving even more.
“We’re delighted to launch these changes and look forward to seeing how they make things easier, smarter and better for you.”
Learn more about our Repairs and Maintenance Service here: https://www.muir.org.uk/repairs