answer calls to report repairs promptly where possible, and if we cannot do this:
tell you your position in the queue and offer you a call back
encourage you to hold, if your call is an emergency
use 5 priorities to complete repairs:
emergency: 4 hours (make safe only)
urgent: 7 calendar days
routine: 28 calendar days
damp and mould: 28 calendar days
programmed works: 90 calendar days
check if you have any particular needs or vulnerabilities we need to consider before undertaking works, so we and our contractors can make appropriate adjustments
pre-inspect repairs within 5 working days of these being reported, if these are more complex and require on-site examination
offer appointments to complete repairs during the mornings, afternoons and to avoid schools runs
make sure that if our contractor changes an appointment to complete a non-emergency repair, they give you at least 24 hrs notice
confirm appointments to complete your repair when this is made, 24 hrs before and when our contractor is on their way
provide you with a follow-up appointment to complete your repair if our contractor cannot complete your repair at their first visit, unless:
your repair requires us to order parts, in which case our contractor will contact you in 3 working days to book a follow-up appointment
we establish that we will need a programme of works to sort out the problem, in which case our contractor will:
provide you with a copy of the surveyor’s report
contact you directly to book an appointment to complete the identified works
encourage you to tell us what you think of our repairs service by asking you to complete a survey once your repair has been completed
have the range of contractors in place to undertake all of the repairs we are committed to completing, including via specialist contractors
We will know when we are getting it right by:
improving the proportion of tenants who:
have received a repair in the last 12 months who report that they are satisfied with the overall repairs service
have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair
report that they are satisfied that their home is well maintained
keeping you updated about our performance, by working to ensure:
80% of calls to our contact centre to report a repair are answered within 5 minutes
90% of tenants are satisfied with their repair
90% of tenants are satisfied with the time taken to complete their repair
95% of tenants are satisfied with the quality of their repair
working with our Asset Management Residents Panel to review the completion of 10 repairs each quarter against our service standards