Repairs and maintenance
We held our first repairs and maintenance customer bootcamp with a group of 14 customers in December 2024.
The bootcamp focused on our repairs performance over the last 12 months, successes and challenges and our proposals for the future.
Dan Miller, Assistant Director of Repairs and Maintenance said: “We wanted to get feedback from customers on a proposal to bring in an MOT style repairs appointment, helping us to be more proactive rather than responsive when carrying out your repairs. We got some insight on the types of MOT we could complete, and what should be included in terms of the checks to cover during our visits. We also got feedback on how we could improve how we communicate our appointments, in the days leading up to a repair. ”
Listen and act
Listen – Customers told us that not everyone is available for appointment slots within our standard hours .
Act – We sent out a survey to engaged customers asking what the barriers are to our current appointment timeslots and if they had any preferences they’d like us to consider outside of standard hours. We’ll be using these responses to set up a trial for different appointment slots by the end of September 2025.
Listen – Customers want to access the repairs service digitally.
Act – We're reviewing MyGolding’s repairs functionality for improvements and will update customers by the end of September.
Listen – Some of our vulnerable customers need more help to access the services needed to maintain their homes .
Act – We're looking to introduce MOT style visits for our more vulnerable and silent customers so we can check in on them and their home.
Customers who took part in this session fed back:
Customer, Darren – “ It’s been a really good session. Very interactive, informative and helpful. I got a lot out of it.”
Customer, Paul – “I think it’s been good to pull everyone together both customers and staff to look at things and think inside and outside the box. I think it’s really good you’re asking for customer’s feedback on repairs."