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 our first visits. During our out-of-hours service, where this is not always possible, we ensure the property is safe for the customer and attend again, by appointment, to complete the works.
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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.
The team also undertakes smaller routine repairs that are shorter in duration and which are normally 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 defined. Where our customers have different circumstances and special needs, 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 will contact the customer the following working day to arrange any follow-on work that may be required.
Smaller routine repairs are normally 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 also uses the Tenant Satisfaction Measures to monitor performance and measures 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