You said we did...
We always value your feedback. We take it all on board and look to improve our service based on what you tell us. Here are the latest outcomes from some of the comments we’ve received from you.
You said
You told us that you didn’t always receive a call back about heating repairs, despite being promised one.
We did
Mears were made aware of this through our complaints procedure. A call back system is now in place to make sure calls are returned by the end of each day.
You said
It was flagged to us that a customer was upset to receive a gas servicing stage one warning letter when the appointment had in fact been missed by Mears.
We did
As a result, it’s been agreed to review the wording in the stage one letter and for compliance coordinators to ensure they check the service history with Mears before these letters are sent out.
You said
You told us that there can be long delays in replacing boilers due to a lack of oil boiler resources at Mears.
We did
Mears have now increased their oil resources and restocked in everything needed for oil boilers.
You said
A customer told us the repair for their air source heat pump was overdue.
We did
It was apparent that this was an issue for several customers. Mears have informed us that they’ve now recruited an extra air source heat pump engineer and are offering further training to other engineers