Our 2019-20 repairs surveys showed that, although we were performing well, we needed to get better at communicating with customers. We spotted issues around:

• Changes to appointments.
• Letting a customer know when an issue hasn't been fixed and we need to come back (e.g. with parts).
• Customers with visual impairments couldn't read our name badges.

So, what we did...

• We're only booking in same-day appointments for emergencies. Although it was good to fix the repair quickly, we often had to let customers down when emergencies came in.
• As of March 2020, all our operatives now have braille name badges.
• We given our trade operatives training on things like:
  • Alerting colleagues when there is a problem on a job, so we can make sure the customer is aware.
  • Letting customers know when any rubbish/debris left outside their home will be collected.
• We are setting up a customer service training session for all our trade operatives.
• We've had a big push to make sure our Customers Services teams are recording every contact they have with a customer. Every time you contact us, even for a quick call, we should log it.

We are also creating a Repairs Charter in consultation with our Customer Community. The Charter will set out our service standards for repairs - more info coming soon.