Online repairs reporting form proving a success

Improving services for our customers and making their experience of interacting with us as simple as possible is a priority.

Earlier this year, we launched an online form for legacy Longhurst Group customers to use to report repairs. Our legacy Grand Union customers can already report repairs through their portal.

Since the form’s launch, we’ve received nearly 1,400 requests for a repair, of which 1,157 have had work raised directly as a result of the form submission.

On average, it's taking less than one working day for an appointment to be booked when the form submission has enough information to enable this.

Craig Taylor, Director of Customer Operations, said: “We were receiving lots of feedback from legacy Longhurst Group customers about their wish to have an online method of reporting repairs, so we knew we needed to find a solution to this. Listening to the customer voice and acting on feedback to enhance our services is really important, as is ensuring all of our customers can access our services using a range of options that meet their needs.

“I’m grateful to all the colleagues involved in making this form a reality and I’m really pleased with how it’s been received by customers and the volume of use it’s had.

“We’ve also had lots of positive feedback from customers who’ve used it to report a repair, so this is a great example of how we’ve listened to customers, implemented a solution and made the customer experience better.”