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 have completed an Equality Impact review of the communication touchpoints.
We are reviewing the creation of a process for which repair queries need to be responded to. This approach includes a surveyor/manager sitting within the Hub each day to provide answers to tenant queries and escalating to other colleagues where needed.
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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.
