Customer satisfaction soars under new repairs service

Since bringing our repairs service in-house, we’re pleased to see a significant increase in customer satisfaction.

In April 2024, customer satisfaction for our repairs service was recorded at 88.3%, an improvement of around 15% compared against the previous month.

Kaye Challinor, Repairs Mobilisation Project Manager, said: “Our new repairs service has seen a big change in the way we respond to repair jobs – to know it’s going down well with customers is very encouraging.

“Building trust by delivering a great service is really important. It’s good to see customers are reporting repairs they know are going to get done in a reasonable timeframe.

“Our new operatives and planning teams are doing so great getting up to speed quickly. There’s a really good feeling.”

Positive customer feedback

  • ‘The person who did my repair was thoughtful of my house, removed his shoes and explained what he was doing. 10-out-of-10 for him.’
  • ‘Nice to have people who know what they are doing, thank you.’
  • ‘The engineer did an excellent job and was helpful – friendly and professional in every way. Full credit to this man who handled the repair under our sink.’
  • ‘The plumber who came out was absolutely brilliant. He was efficient, cleaned up, kept me informed on what he was doing and made sure before leaving that everything was working okay and no leaks.’
  • ‘The person who came was brilliant!’
  • ‘They were great! Went above and beyond to get a great job done!’

It’s still early days and we’re in the process of refining our complaints processes, but this is a positive start. We’re excited to see how much more we can achieve.

We’ve got plans in place to look deeper into our processes to make sure we’re managing issues as effectively as possible.

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