Our repairs and maintenance themed customer conference in September highlighted three key issues – customer
care, contractor management and communication.

Customer care
Our Customer Care team carries out weekly reviews of feedback, queries and complaints, reviews compensation claims and co-ordinates responses to service failure issues.

We have also completed the recruitment of 10 asset officers, who regularly visit all schemes and estates, to discuss repairs. 

Contractor management
We now hold fortnightly meetings with contractors to discuss outstanding repairs and complaints. We also have monthly meetings with senior management to discuss high-level issues.

Feedback from tenants is used to investigate areas for improvement. To be part of the contractor meetings,
call us on Tel: 0345 111 0000 or email: [email protected]

Communication
Contractors have portable devices so customers can complete a questionnaire at
the end of each repair.

This feedback plays a big part in helping us review and improve the service. In the Midlands, our in-house team, Evolve, has taken over the repairs contract, following positive feedback in other regions.