YOU SAID, WE DID – RESOLVING REPAIRS IN EASIER, SMARTER, BETTER WAYS
You told us missed appointments, delays and a lack of updates around your repairs is frustrating.
Changes we’ve made have resulted in repairs complaints falling by 33% in the first half of 2026-27.
Feedback you provide in The Big Chat, satisfaction surveys and as part of any complaints, help us understand what we can do to enhance your customer experience.
We’ve made changes to how we deliver our repairs service thanks to what you said.
You said you wanted us to:
- Complete more repairs on time
- Improve appointment booking
- Fix more things right first time
- Keep you informed of any changes
We’ve acted on your feedback by improving how repairs appointments are managed, enhanced our customer communications and made changes to contractor arrangements in some areas.
These include:
· Being able to check when our operatives are on their way to fix your repair, and when they’ll arrive at your home. This’ll soon be available with our East region repairs contractor, Foster, too.
· On the day of your appointment, we’ll send you a link, so you can track their journey on a live map in real time.
· An enhanced text message service, so you’ll have more confidence in how we keep you informed.
· Working together with Sureserve as our new heating services provider in North and Cheshire regions. We already work with them in the East.
This means customers have better visibility of what's happening with their repair – so you can spend less time chasing us for updates.
Resolving Repairs More Quickly
We found that some delays were caused by repairs not being diagnosed correctly first time or colleagues not having the equipment they needed to complete the work.
We've launched a streamlined new system helping us share images you send us with repairs operatives so they can see how to fix more repairs right first time.
We’re also scheduling repairs in smarter ways to reduce your wait time.
Play the video to learn more!