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Responsive Repairs
We manage repairs for our properties and provide a repairs service for Progress Care and other smaller organisations. We provide an efficient service with a high level of customer satisfaction.
Our Key Performance indicators are:
Repair Response Times
* We aim to achieve 95% of all emergency repairs within 1 day.
* 90% of urgent repairs within 5 days.
* 90% of routine repairs within 20 days.
Inspection Response Times
We aim to carry out inspections within 5 working days.
Customer Satisfaction Levels
We aim to continually increase customer satisfaction.
* We have a 24 hour emergency call out service.
* We have an appointment system for repairs.
Customer Complaints
We aim to respond within 5 working days.
Planned and Cyclical Maintenance
We carry out planned improvement and refurbishment works on our properties that vary from kitchens, bathrooms and re-roofing to general upgrading works.
We consult our customers before we undertake any work on their homes. As part of the consultation process we hold Open Days for tenants to see for themselves the extent of the works. They can also make choices on styles and colours where appropriate.
In addition, we carry out cyclical maintenance that includes painting, annual gas servicing, lift maintenance and fire alarm maintenance.
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