Repairs panel

Repairs panel

What’s it about?

Our repairs panel is a group of customers who help us make sure our repairs service is working efficiently. We want to work together to improve the service and approach to repairs.

We’d like a broad range of customers of all ages to make up the group so no matter what type of home you’re in, where you live or what your background is; we’d like to hear from you.

How can you help?

There are lots of ways you can get involved as part of the panel, so you can choose the one that suits you best.

You can give your views by:

  • Emailing us
  • Calling or texting us
  • Using WhatsApp
  • Using our Facebook customer group
  • Attending virtual/face-to-face meetings (You'll be notified when and where these are taking place)

What do you need to get involved?

  • Think of the wider picture and how things affect all customers
  • Have time to attend virtual/face-to-face meetings when needed
  • You will need some IT knowledge, access to the internet and an email address.

Interested in becoming a part of this panel?

If you'd like to become part of the panel click here.

You said... we will...

We've gathered some really useful feedback from our repairs panel which will help us to make changes and improvements. Below is a summary of some of the main things that our customers in the panel told us, and our responses:

Communication icon rouge

You said...

We need better communication

Communication icon rouge

We will...

We agree! We want to be sure that you know what's happening when waiting for a repair appointment. We're reviewing how we communicate with our customers to improve this.

Gutter icon rouge

You said...

When raising jobs for guttering, why not raise it for the full block?

Gutter icon rouge

We will...

From April 2024, our planned gutter programme will be back up and running and will improve how this work is done.

Trees icon rouge

You said...

Customers need to be informed when a job has been completed in communal areas.

Trees icon rouge

We will...

We agree! We'll be working on the best way to do this, so you know what repairs are happening in communal areas.

Repairs icon rouge

You said...

When the operative is in our home completing a repair, and another repair is needed to be done for the same trade, get it done there and then to save coming out again.

Repairs icon rouge

We will...

We'll always try to do this, if there is time to, and they are able to with the tools and parts they have with them. We will also try to group jobs together where possible to reduce our visits.

Person inspection icon rouge

You said...

Make it clearer what you're doing, what team is dealing with our query and who will be in touch.

Person inspection icon rouge

We will...

If our customer care team can't deal with your query first time, we'll make it clear what the next steps are to get your query resolved.

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You said...

There's long wait times on the phone and we also get cut off sometimes.

Telephone icon rouge

We will...

We're in the process of updating our phone lines. We'll make sure we regularly let you know when phone demand is high too. Don't forget you can get in touch in many other ways, including live chat on our website.

Watch this video and find out more about what the repairs panel does