One of the recommendations, was a real understanding from us and our operatives on the impact repairs can have on customer’s day to day lives, the importance of clear communication and resolving issues within the minimum number of visits. As part of the operatives induction process, we have introduced a video filmed by residents, explaining the level of service they expect from our operatives when carrying out repairs in their home.
As you would expect all operatives will be easily identified in branded uniform and name badges, providing reassurance to residents that the people they are letting into their home are bpha colleagues.
We have also automated the service to enable residents to view historic and current repairs through the customer portal. They will be able to easily see the status of the repair and which operative has been assigned to carry out the work. Alongside this we are offering more tailored appointment times to suit our customer’s lifestyles such as, morning, afternoon, evening and school run appointment times.
And to lessen the impact on residents time, the system will notify them when an operative is on route to them, reducing the time waiting for someone to arrive.
We understand that things evolve and to ensure our repairs service keeps meeting the needs of residents, every repair will be followed up by a post repair questionnaire. The questionnaire will help to inform us and reinforce what we are we are doing well and as well as understand where improvements need to be made.