Our latest ‘You Said, We Did’ is live

This update includes:

You Said: 100% repair satisfaction!

Our monthly survey, conducted after a repair is carried out, showed outstanding results of 100% customer satisfaction in Quarter 4!

We Did!

Even with 100% satisfaction, we’re continuously striving for excellence:

• Resources are being closely monitored to ensure that repairs are completed in time, within budget, and at the expected quality.
• Ongoing communication is taking place with customers to help manage expectations, including the time it will take to complete repairs. Also, we will ensure that communication is maintained throughout the repairs process
• Our repairs contractor, Sovini Property Services, have recruited additional staff members. This will ensure that demand can be met, and repairs can be completed within the required timescales for customers.

You Said: 88% repairs completed right first time

Our Day-to-Day Repair Survey showed that 88% of customers reported their repair was completed right the first time. We’re committed to increasing this further!

We Did!

The Sovini Property Services team is implementing new strategies to boost our first-time fix rate:

• We will continue to review any jobs that should have been completed first time but weren’t, to identify any issues and utilise tenant feedback on monthly basis.
• Other improvements include Operative training, and reviewing the stock which is carried on our vans

This is just a snapshot of the positive changes from our Q4 report. Want to dive deeper and stay fully informed on all our updates and how we’re responding to your feedback? Visit our You Said, We Did page.

Got a suggestion or feedback for us? We’d love to hear it! Visit our feedback page