Repairs: your questions answered

Head of Property Kathryn answers your questions about how the partnership with UMS is going six months in.

Last summer we announced that UMS were going to take over as your repair’s provider following your feedback asking for a more local supplier who provided a better customer experience.

After exploring options our customer involvement group known as the ‘my home group’ found that UMS would provide the solutions that residents were looking for, and the decision was made that they would be appointed.

It’s been six months since we UMS stepped in and to update you on how things are going, we spoke to Head of Property Kathryn Ing.

1. Hi Kathryn, how are things going so far?
   “Since UMS started, we’ve noticed a marked improvement in customer satisfaction and I’m really pleased about it. We know that things aren’t perfect, which is why we’re working with residents asking for their feedback to ensure the service continues to work for everyone involved.”
   
   
2. What do you think are the key changes that have driven this rise in customer satisfaction?
   “We now have a UMS representative on-site each day who is on hand to help our customer service team plan and coordinate repair appointments. It’s great because if our team have any questions or concerns, they can talk to them directly to resolve as efficiently as possible for customers.
   
   “Alongside that UMS are a trusted local provider who offers reassurance to residents, knowing that when they get in touch to report a repair a local skilled tradesperson will turn up to resolve it.”
   
   “We also have the facility to book repairs as and when customers report the issues to us. It means there’s less chance of error and helps to ensure we get things right first time where possible and where we can’t, we’ll speak to our in-house planned who can dedicate their time to resolving more complex repairs.”
   
   
3. What are you doing to make sure customers are always at the heart of the repairs process?
   “Since UMS took over, we’ve been making sure to monitor and review customer feedback. Alongside this we’re completing more regular operational meetings with staff and are in the process of reviewing our satisfaction surveys to keep residents involved in the ongoing process.
   
   “If you have any other questions, or if you’ve used the service in the last six months and want to share feedback about your experience, we would love to hear from you! Just get in touch with the team using the details below.”