Join our next Scrutiny
We run Scrutiny Panels twice a year - so why not join us for our next deep dive? Let us know if you'd like to get involved, and we'll contact you for our next one.
Scrutiny Panel - Repairs and communications
Our most recent Scrutiny Panel looked into communications around our Repairs Process and looked into how we can improve this
Repairs and communications - your recommendations
In Spring 2024, tenants and 1 shared owner discussed repairs and how we communicate during the process. They looked at how we can improve on this.
The Scrutiny Panel made 14 recommendations and we'll be making sure that this are put in place over the coming months.
We last looked at our Repairs process in Spring 2021, where our Scrutiny Panel looked at planned and responsive repairs.
- We will take a look at introducing more flexible appointments, such as evenings and Saturdays.
It has been agreed that the first step will be a survey to understand whether there is a demand for this service. We will then have a possible trial period for testing this.
- Formally carry out a follow-up and inspection process that includes details of information given to customers and sets out timescales.
A procedural document is currently being written.
- Create a procedure for staff to follow when passing on work to other teams.
- Making sure that there is an acknowledgement that the customer has been updated on progress.
This is now in place via the Maintenance Hub and Surveying Team.
- Introduce a recall procedure to understand how many repeat jobs are booked in following a repair.
We will update the website with more information for customers when they are reporting a repair. This will include:
- Diagrams to show the names and types of repairs.
- More information about the Trust's priority jobs and repairs ethos.
- Information about appointments - including notice needed to cancel or rearrange a repair.
- Reviewing how the repairs service standards and tenant responsibilities are shared on the website.
We have now reviewed and updated the website as well as publishing information in our quarterly newsletter PlainSpeaking, and across our social media channels.
You can find more information in our Trust Tenant Charter.
- Introduce a webform for customers to chase outstanding jobs.
This has now been completed - track your repair.
- Improve the online portal 'My Account' for job reporting and feedback.
- Consider including in text confirmations a link that will give information on the next steps of the booked repair.
This is currently unavailable with the text messaging system we use.
- Carry out quality checks on calls and live chats to ensure the same level of service across all channels, when a repair is reported.
The Panel also recommended
Updating the repairs responsibilities to include outdoor sealed unit lights. This has been completed.
Increasing communications of what to expect when an operative arrives e.g. they will
show their identity badge. This has been included in our quarterly PlainSpeaking newsletters.Investigate 'red-eye' software by Capita.
Investigate how the Trust gets customer feedback following a repair.
Investigate ways to provide regular training with Customer Experience Team to ask the
right questions at the first point of contact, informing of next steps and writing
accurate description on jobs logged.