YOU SAID, WE'RE DOING - VIDEO TELLS HOW WE'RE MAKING MORE IMPROVEMENTS TO YOUR REPAIRS SERVICE
WE'RE making even more improvements to our repairs service – thanks to things you said in The Big Chat and other feedback we received from you!
Thank you for being part of the journey to make our repairs service better for everyone.
To be better, you said we need to...
· Complete more repairs on time
· Improve appointment booking
· Fix more things right first time
· Keep you informed of any changes
We've listened and we’re making things smarter.
You can now 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.
It’s an easier way to know when they’re on their way– giving you greater peace of mind.
We’ve improved our text message service, so you’ll have more confidence in how we keep you informed.
Behind the scenes, we'll improve our efficiency with streamlined new systems, so we can be more responsive. We’ll share images you send us with operatives. It'll help them see how to complete more repairs right first time
We're scheduling appointments in a smarter way so more operatives can be available in your area – enabling us to reduce your wait time – because the time it takes us to fix your repair is important to you. You’ll feel the difference.
We're scheduling appointments in a smarter way so more operatives can be available in your area.
This will enable us to reduce your wait time – because the time it takes us to fix your repair is important to you. You’ll feel the difference.
We’ll now offer repairs appointments for East region residents when you call us.
Our operatives will book any follow-up appointments in our North and Cheshire regions before they leave your home.
You can already report repairs online and over the next year, you’ll be able to track progress and reschedule appointments at the click of a button.
"Through 'The Big Chat', repairs survey responses and other conversations, you’ve shared ideas, feedback and experiences with us, and we’re taking action," Liam Radford, Assistant Director of Customers said.
"We know you’ll feel more confident in us as we live up to our Customer Commitment and make our repairs service easier, smarter and better for you."