The Great Big Repairs Review
The Great Big Repairs Review Launched by WM Group
Thank you to everyone who responded to our competition in the last edition of VIEW magazine. We are linking your comments to other feedback gathered through customer surveys, complaints, the repairs conference and customer involvement activities. Combined they provide us with a good idea of your priorities.
What you said:
There were a number of positive comments, and many of you said you were satisfied with the current service levels. This is good to hear as a lot of improvements have been made in recent years.
There are a number of points you have made, however, which we are now looking at in detail. We know you would like:
- the cheapest possible way to report a repair, with an extended range of appointments that account for the needs of people who work;
- a telephone call to let you know when the workman is on his/her way and that once he or she is in your home they are polite, and professional;
- good quality workmanship, completed if possible in one visit.
- more options for those who have impairments or special circumstances that, for instance, make it difficult to report repairs, or answer the door;
- to be kept informed if things change, for example, if we are waiting for materials
- to be sure follow-up work is reported internally, and acted on;
- that target dates are kept.
What happens next?
We aim to deliver a better, but still affordable repair service. Some of your priorities will cost more but we hope that if we can find more efficient ways of delivering other parts of the service then we can invest in some of these improvements.
We will be adding to our feedback during 2011 by targeting areas where feedback has been low, or to understand the views of specific groups of our customers, like young families and people with impairments.
We will then work with customers across the group to see how we can respond to your priorities – and we will report progress in future editions of this magazine.