Responsive repairs
The Responsive Repairs team provides an emergency repairs service and is available 24 hours a day, seven days a week, 365 days of the year. It aims to fix all repairs on site during our out-of-hours service, where this is not always possible, it ensures the repair area is safe for the customer.
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What the team does
The Responsive Repairs team provides an emergency repairs service and is available 24 hours a day, seven days a week, 365 days of the year. It aims to fix all repairs on site during our out-of-hours service, where this is not always possible, it ensures the repair area is safe for the customer.
The team also undertakes smaller non-emergency repairs which are shorter in duration which are completed within 20 working days.
When our offices are closed, emergency repairs are referred to one of our three emergency duty teams for gas, electric and general repairs.
Under the ‘right to repair’ scheme, some repair timescales are already set.
Our customers have different circumstances and needs, and the team does everything it can to ensure appointments reflect this. Please let the call handler know if you need priority support.
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How this benefits customers
The team ensures that customers have a seamless service, so that urgent works and emergencies are always responded to within 24 hours or within right to repair timescale.
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What customers can expect
Customers can expect the repairs site to be made safe and any hazards removed, where we have undertaken a ‘make safe’ visit following an out-of-hours emergency service call out. The team contacts the customer by 1pm the following day to book in any follow-on work that may be required. Smaller non-emergency repairs are completed within 20 working days.
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How we measure success
The team has a 99% target to respond to all emergency repairs within the agreed timescales. It has a Tenant Satisfaction Measure target of 98% for all response repairs completed within target. It aims to meet and exceed targets. It also measures the repairs appointments that are made and kept.
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How we continue to improve
The team continuously reviews its digital offer, allowing customers to raise repairs via the self-serve area of the app at a time and date to suit them. The team tailors services where it can and learns from customer feedback or complaints that can influence service improvement and delivery. All team members undertake mandatory customer service training.
- How the team's work fits within the Consumer Standards