Improving our repairs service

Back in March, we shared our plans to make reporting repairs more efficient. Increasingly high contact volumes highlighted areas where we needed to do better, so we put together a plan to address this.

Since then, we’ve made some great improvements, including:

  • Decreasing the time it takes to deal with your emails.
  • Hiring more employees, so we can increase the number of contacts we answer and how quickly we answer them.
  • Promoting our online repairs form, so you can report non-urgent repairs without calling us.
  • Creating dedicated FAQs that give you advice on the little jobs you could sort without us.

We know that this isn’t a one-time activity and we’ll continue doing what’s needed to make reporting repairs more efficient. We’ve also got some exciting initiatives planned over the coming 18 months to improve your experience with NCHA.