Project date – February 2024
Project brief
We explored whether our repairs communication aligns to our tenants expectations, and improvements that could be made to this process.
Recommendations
We found that improvements to repairs communication had been made, in particular the Hub. There were some additional improvements such as:
- Undertake an Equality Review of the communication touchpoints to ensure that provision of information to those at risk of digital exclusion is included
- Review the process for communication with tenants when a repair appointment is moved, or the repair requires multiple departments to be involved
- Completion of a BAU programme of Mystery Shopping within the Hub to determine ongoing effectiveness of the way we communicate
- To assess suitability of provision of a clear and consistent SLA for the business to respond to tenant queries.
Action update
We've reviewed all the ways we communicate with our tenants to make sure everyone, including those who might be at risk of digital exclusion, can also access the information needed.
As part of this work, our Tenant Engagement Team has carried out an in-depth review of our communication touchpoints to understand whether they're meeting their original aims and what improvements we can make.
To help repair-related queries more quickly, we've introduced a new process where a manager from our Repairs Team will sit with our Hub team. This way, officers can speak to the Repairs Team manager directly and be able to help tenants much faster.
We've also reviewed repair appointments that were either cancelled or moved and found areas where we can do better. We're now going to work with teams across the organisation to strengthen these areas.
To see our other projects, please click the button below.
Communication during repairs
As repairs is one of the key drivers of tenant satisfaction, our My Scrutiny group identified communications around repairs as a high priority to be evaluated.
