Repairs Review

Throughout the year our Customer Contact Team have reduced their call waits by 5 minutes 27 seconds with the average call wait to speak to an advisor being 2 minutes 17seconds.

Additionally, with our emails now going through our call system, we can accurately report on wait times. We currently state we will respond to an email enquiry within 10 working days but with the new system in place we have found the average response for any email enquiry received by info@saffronhousing.co.uk is 16 hours.

We know how important our repairs service is for our tenants and it’s essential we provide safe and suitable homes for you to live in. To continue to improve our service, a Repairs Review was set up at the end of 2021 with the aim of increasing tenant satisfaction, office staff and craftworker efficiency and, fixing repairs first time.

We have held tenant focus groups to capture your thoughts on the current service and what improvements you would like to see in the future.

The Anti Social Behaviour (ASB) policy needs a complete overhaul, it is biased toward the perpetrator and does not support the victim.

The ASB policies and procedures has been reviewed and since we conducted the survey, a more thorough process has been put in place.

The ASB Team are continuously reviewing their qualifications, with four members of the Neighbourhood Team currently completing specialist training in Community Safety. The training will really help to improve the team’s specialist knowledge in key areas of Community Safety and ASB to further support tenants.

Communal Cleaning (flat block corridors etc).

This is something that can be looked into however there will be a cost for this service.

Taking that feedback on board, we made some changes, including:

• Reviewing our current software to help our Customer Contact Team diagnose tenant repairs.

• A new ‘further works’ process, where you can expect to receive a date for your follow-on appointment within 24 hours of a craftworker attending your initial appointment.

• Reduced wait time for parts which are needed for the follow-on appointments.

• Improved reporting of repairs by staff who are ‘out and about’ in the community.

• We will provide you with further updates in future Saffron E-News editions.

If you would like to be involved in making a difference to the services we deliver, please email getinvolved@ saffronhousing.co.uk.