Your feedback is essential in helping us improve our services. In quarter one of 2025/26, we’ve reviewed your valuable comments to see what we’re doing well and where we can do even better.
Here’s a quick look at what you told us and the actions we’ve taken:
You Said: Your satisfaction with our repairs service is high, but you want us to get things right the first time and improve our communication.
We Did: We are focused on improving how our teams work together, from initial diagnosis to reducing return visits. We have also increased our resources by hiring more staff to meet demand. We are working on a new “Right First Time” approach to ensure repairs are completed efficiently and to your satisfaction.
You Said: The number of complaints about our repair service is decreasing. However, when complaints do arise, they are primarily due to the time it takes to complete work or the quality of the job. You also gave us 100% satisfaction for home improvements, but you want better communication and work standards.
We Did: We are improving our communication to ensure you are kept informed throughout the entire process. We are also increasing site visits by managers and providing additional training to our operatives. Our goal is to ensure every job is completed to our high standards, on time, and with professional courtesy.
This is just a snapshot of the positive changes from our Q1 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. Your feedback drives our improvements. Thank you for helping us make our services better for everyone.
