When you report a repair, it's about more than getting something fixed. It's about knowing the issue will be resolved quickly, professionally and with care, and feeling comfortable when someone visits your home to carry out the work.
We're proud to have completed 100% of emergency repairs within target timescales, and just as importantly, we're pleased to hear the positive feedback customers continue to share about their experiences with our repairs service.
Here are some recent examples from customers living in our communities.
Responding when you need us most
When a customer at Stoneyfields Court experienced an electrical issue that repeatedly caused the power in their home to trip, we knew it needed urgent attention.
Electrical faults can be worrying and disruptive, so we treated the issue as an emergency and arranged for an engineer to attend as quickly as possible. The fault was identified, the necessary repairs were completed, and everything was made safe and fully operational again.
Following the repair, the customer shared: "The engineer was brilliant – the workmanship from the electrician was 100%."
Feedback like this shows the importance of responding quickly when customers need us most and providing reassurance throughout the repair process.
Reliable repairs, delivered with care
When a customer at Stoneyfields Court reported a loose kitchen tap, we arranged for a contractor to visit and carry out the repair.
We know that even small issues can be frustrating when they affect something you use every day. That's why it was important to get the tap secured and working properly again as quickly as possible.
After the visit, the customer told us: "The person who attended was very professional and courteous."
It's feedback like this that highlights the importance of delivering not only a quality repair, but also a positive customer experience from start to finish.
Helping you feel comfortable at home
At The Hollies, a customer contacted us after experiencing ongoing issues with a loose hot water tap.
The customer had already tried to fix the issue themselves, but the problem kept returning. We know how important it is to have safe, reliable facilities in your home, so we arranged for a contractor to attend and put things right.
After the repair was completed, the customer said: "He was a pleasant young man and was efficient and thorough – thank you!"
By taking prompt action and delivering repairs professionally, we can help customers feel comfortable and confident in their homes.
Professional service you can rely on
When a customer at West End Village needed support with a repair in their home, we arranged for the issue to be resolved quickly and professionally.
We know that when someone visits your home to carry out a repair, the experience matters just as much as the work itself. Feeling respected, informed and reassured throughout the process can make all the difference.
The customer shared: "A very professional young man, thank you."
Feedback like this highlights the positive impact our teams and contractors can have, not only by completing repairs to a high standard, but by providing excellent customer service along the way.
Thank you for your feedback
Every piece of feedback helps us understand what's working well and the impact our service is having on customers' lives.
Whether it's an emergency repair, an everyday fix, or simply providing a positive experience when working in your home, we're committed to delivering a service you can rely on.
Have you recently had a repair completed? We'd love to hear about your experience. Visit: www.staffshousing.org.uk/feedback
