Behind the scenes: Repairs
The number of repairs we carry out is constantly rising, so it’s important we work as efficiently as possible to keep up with the demand, but did you know, the repairs process doesn’t start and end with the technician?
Recently, we had an emergency call out from a resident about a communal door that had become difficult to open. The call was taken by Katharine Gregory, Customer Services Officer, who took down the details provided, before contacting the relevant team, Repairs.
Liz Harrison, Scheduler, then got to work to find an available technician to make an emergency visit. Within an hour of the initial phone call, a technician had arrived at the scene, who was then able to quickly fix the problem and explain the reason behind it to the resident – general wear and tear to the lock.
The resident was so pleased with the efficiency of the process, they got in touch with Connect to praise the staff involved, saying “the gentleman was courteous, friendly and helpful… Thank you Connect for this prompt attention, which was very much appreciated.”
Occasionally, there are extra steps in a repairs call out. If we have to find special parts, or we discover more work is needed, a repair can take longer than our aim of 28 days for non-emergencies and four hours for emergencies. In such cases, we will keep you informed and rest assured, we are always working as efficiently as possible to ensure you’re living in a safe home.
To contact the Repairs team, call on 0300 5000 600 or use our online service.
