Project date – February 2024
Project brief
We explored whether our repairs communication aligns to our tenants expectations, and improvements that could be made to this process.
Recommendations
We found that improvements to repairs communication had been made, in particular the Hub. There were some additional improvements such as:
- Undertake an Equality Review of the communication touchpoints to ensure that provision of information to those at risk of digital exclusion is included
- Review the process for communication with tenants when a repair appointment is moved, or the repair requires multiple departments to be involved
- Completion of a BAU programme of Mystery Shopping within the Hub to determine ongoing effectiveness of the way we communicate
- To assess suitability of provision of a clear and consistent SLA for the business to respond to tenant queries.
Action update
The tenant panel reviewed the draft action plan, with minor amends to the wording, they were happy to sign this off. This has now been shared with relevant departments so that our colleagues can begin to start work on the recommendations made.
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Communication during repairs
As repairs is one of the key drivers of tenant satisfaction, our My Scrutiny group identified communications around repairs as a high priority to be evaluated.
