Behind the scenes in repairs


Posted on25 Oct 2020

Delivering a responsive day to day repairs service to more than 2,500 homes and residents can be quite a challenge. We have a team of 22 trades people as well as additional specialist contractors who are supported by our Customer Services Team who take your calls and diagnose repair problems to ensure that we keep your homes in good repair and to make sure that they’re safe and secure.

Last year we delivered over 10,000 repairs which gives you an idea of the scale. To help manage the behind the scenes processes we have been working to develop a new IT system to:

  • Improve the way we book repair appointments to make the service more dependable,
  • make better use of our resources by reducing travel time and distance between jobs,
  • improve how we keep you informed of our arrival time and,
  • make sure we have the right materials in our vans to fix as many problems in one visit as possible.

Chris Welch, Head of Property Services explains:

"The new Connect system is a crucial tool in helping us to build further on the improvements we’ve made to the repairs service over the past few years. By using the latest technology, not only can we work more efficiently, we can also improve the way we communicate with residents so that you will know when we’ll arrive and ensure we have the materials we need to complete the repair in one visit."

Our repairs team will continue to work in a Covid19 safe way. When you book a repair our customer service team will ask you questions about your household’s health and our staff and specialist contractors will ask you similar questions when they arrive as well as using masks and anti-viral wipes and asking you to keep a social distance while they do their work.

Behind the scenes in repairs