We have looked at a range of ways to make improvements and, working with residents, formed a long-term plan. We are now hearing feedback that you are noticing a positive difference. We are completing more repairs faster, and giving a consistently good service through our Contact Centre.
We have begun an intensive training programme to ensure our multi-skilled workforce can carry out more repairs to your homes in one job. This quarter we achieved top quartile performance in completing urgent repairs on target, and we are currently exceeding the target for customer satisfaction, particularly with repairs.
We are working to improve our technology and communication facilities to keep you better informed about the progress of your repair, and to ensure our operatives are equipped to carry out their work efficiently. Look out for more updates in your next issue of Home!
Resident feedback
“I would like to thank Gary for conducting himself in a very polite and professional manner and solving our concerns. He was a pleasure to talk to. Thank you for your patience and the timely manner in which you resolved the issue.”
Leeah Irons
“Thank you to the gas fitters who dealt with my temperamental boiler. They were helpful and considerate. I appreciate them for winning ‘The Battle of the Boiler’.
Hazel Taylor
“One of our operatives Jimmy Day attended a job at Longfield Estate to repair the main stop valve. The tenant contacted our team to say Jimmy was polite and friendly and informative about what he was doing. The tenant was extremely impressed by his knowledge and customer care.”
Charmen Tulloch
