Improving our repairs service based on your feedback
Last year, we asked for your feedback on our repairs service, through the Big Listen you told us what needed to change.
Fixing our repairs service
We know how important our repairs service is to you—and that we don’t always get it right. That’s why, through The Big Listen, we asked for your feedback.
Thanks to responses from 507 customers, we’ve been working hard behind the scenes to make real improvements. Now, we’re ready to share what we’re planning.
What we've been doing
To help us understand your experiences and where things needed improvement, we worked with the Customer Scrutiny Panel to:
- Observe real repair appointments
- Review customer feedback
- Listen to calls at our Contact Centre
- Analyse trends in our processes and data
Your feedback has shaped our action plan. Here’s what you told us—and how we’re responding, and we’ll continue to work with you on our response to make sure they’re right for your needs.
You said, we're doing
Getting repairs right first time
You said
- You were unhappy with the quality of repairs being completed.
- Some jobs required multiple visits.
We're doing
- We're creating a specialist team to diagnose and plan repairs more accurately.
- We're making sure the right people with the right tools arrive on the first visit.
- We're introducing new technology, so you can send us photos and videos to help us identify the issue before we arrive.
More convenient appointment times
You said
- You need more flexible appointment options, like evenings and weekends to fit your schedules.
We're doing
- We're reviewing our hours to offer more appointment times that fit your schedule.
Better communication throughout your repair
You said
- You wanted more updates and clearer communication about your repairs and the status of the repair.
- You wanted us to improved methods of communication, e.g. SMS.
We're doing
- We're improving our communication process to provide regular updates.
- We're introducing follow-up calls so you know what’s happening.
- We're making sure our text message updates are better timed, with clearer details.
Fixing our technology for a smoother experience
You said
- Scheduling and appointment errors were causing frustrating delays.
- Repairs weren’t always done in the right order (e.g., painters arriving before plasterers).
- Scheduling and appointment errors were causing frustrating delays.
We're doing
- We're upgrading our system to prevent scheduling mistakes.
- We're carrying out additional training with collegues
- We're working to ensure repairs happen in the correct order to avoid delays.
Value for money – faster, more efficient repairs
You said
- You were waiting too long to get appointments or for your repairs to be carried out.
We're doing
- We're streamlining our service to reduce delays.
- We're using resources more efficiently to save time while maintaining high quality, making your money go further.
What do you think?
We’re committed to improving our repairs service, and your feedback is key. Do these changes reflect what matters most to you? Have we missed anything? Let us know your thoughts using the pop up on this page.
What’s Next?
We’ll be sharing our full improvement plan soon—stay tuned for more updates!
