WORK TO IMPROVE REPAIRS WITH NRG SHOWS HOW CUSTOMER VOICE REALLY MATTERS
THE National Residents Group (NRG) has been key to helping us shape services.
Work we’ve done with them to enhance our repairs service shows how the customer voice really does make a difference – helping us understand the customer experience so we can make changes in the right areas.
Without the customer voice, we’d struggle to know how we can do some things differently, which is why we value customer feedback so much.
The NRG has helped us improve our repairs service by working with us to strengthen how we deliver this service with contractors, including:
• All contractors to maintain a training needs assessment of operatives, to be reviewed and shared annually at contractor management meetings.
• When procuring new contractors, to improve the pre-contract information provided, illustrate patterns and trends in customer demand.
• Explore how customers could be involved in supporting the inspection of voids and planned programmes as part of our quality assurance process.
We’ve seen continued improvement across the repairs service.
• 5% more repairs completed by increasing the workforce.
• Quicker repairs, with appointments offered up to six days sooner.
• Fewer repeat visits thanks to more multi-skilled operatives.
• 85% of customers feeling safe in their home.
• 77% finding it easy to book an appointment.
• 79% satisfied with operative professionalism
You can see the full 2025/26 NRG Annual Review here for more details: THE NRG ANNUAL REVIEW SHOWS HOW YOUR CUSTOMER VOICE SHAPES WHAT WE DO FOR YOU | Our Latest News | Muir Group Housing Association
We’ll keep improving and using customer feedback to influence changes we make to the repairs service, and others.
You can join the new Customer Voice Partnership!
You can make sure you have your say by joining the new Customer Voice Partnership – giving you great opportunities to share your experience and work together with us to make things easier, smarter and better for customers.
Lean more here: TAKE THE NEXT BIG STEP AND HAVE A STRONGER SAY IN WHAT WE DO! | Our Latest News | Muir Group Housing Association