Procuring a new repairs service - what you've told us you want to see

As you’ll be aware, we’re procuring a new repairs service to take effect from April 2022. Currently, Mears Group is carrying out our repairs after taking on the contract from Wates Living Space in April this year.

In the meantime, we’re working hard to gather the thoughts and requirements of our customers so we can ensure the new repairs contract meets your needs.

Using various methodologies, we’ve been collecting feedback from customers. Through a comprehensive survey that we carried out to find out how satisfied customers were with the services they receive, more than 4,000
customers had their say.

Several key themes have emerged from this research, including the desire for improved call handling and reporting of repairs, excellent contractor staff and operatives, high standards when carrying out repairs and improved communication.

Helen Bird, Customer Engagement Manager, said the feedback being gathered would be vital during the procurement of the new service.

She added: “We’re grateful to every single customer who’s taken the time to provide us with feedback regarding what they’d like the new repairs service to look like.

There have been some very strong themes emerging from all of the feedback which we’ve gathered and we’ll be reflecting on this and looking to implement a new repairs service that meets these expectations.

“We know how important it is to provide services that meet the needs of our customers, so to have so much consistent feedback from them to help us shape a new service is invaluable.”

Some of the key feedback received includes:

Call handling
  • Trained staff
  • Correct diagnosis of repair and allocation of correct tradespeople and enough time
  • Recognise and react to vulnerabilities/mental health/health issues
  • Responsive call times
  • Excellent out-of-hours service.
Staff and operatives
  • Polite
  • Deliver on promises
  • Respectful and reliable
  • Trained and knowledgeable
  • Clean and tidy during the job, taking pride in their work
  • Punctual
  • Local trades, familiar with properties and property stock.
Repairs
  • Get it right first time
  • Excellent quality work, without the need for multiple visits
  • Arrive with the tools needed to complete the job
  • Keep to appointments
  • Complete works in reasonable timescales, using quality parts.
Communication
  • Text reminders
  • Suitable notice if unable to make appointments
  • Updates on repairs throughout the process
  • Excellent communication between all parties involved in the repairs
  • Transparency – what is an emergency / a non-emergency repair?
  • Continual satisfaction surveys for customers.

As part of this process, customers also led and completed a scrutiny review into our future re-let standards. The customers produced a series of recommendations, which have been reviewed by the Group. You can see how these will be implemented by visiting our You Said, We Did webpage.


    
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