Many thanks to all the tenants who took the time to respond to our recent survey on the future of the repairs service. We received 678 responses with lots of good feedback on what is important to you and your preferences and priorities for reporting and receiving the repairs service.
Some highlights of the feedback include:
- It is clear that people report repairs in many different ways.
- Many tenants would be happy to use digital technology to report repairs.
- The importance of information about the timing of your repairs is a clear priority – 83% of tenants feel it is important to know when someone is expected and 72% want to know how long it will take to have repairs carried out.
- Flexibility for repair appointments is also important, so we will be looking at how we can improve this.
- Top priorities are that repairs are carried out as soon as possible and that they can be reported easily.
- There are clear differences in preference over how repairs are reported and scheduled between tenants in our retirement courts and other kinds of housing, and this is something we will look into further.
This feedback also highlights that many tenants do not have regular access to the internet or digital devices and this is something we are keen to understand, to make sure we provide accessible services, understand potential barriers, and provide support where we can.
Over the next few weeks, we will continue to review all the feedback and this will be used to help inform our service planning and identify further areas for exploration.
Over 200 tenants said you would like to hear about opportunities for further involvement in the future of the repairs service, and the feedback here provides a very good starting point. Over the next few months we will be getting back in touch with all those who expressed an interest to look at ways to get involved – this could include one-off focus groups or workshop sessions, Q&A sessions with the team or other ways of getting involved that suit your needs.
Thank you again to all those who took the time to share your thoughts.