Repairs Review

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.

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 have also had our policies and processes reviewed and approved by our Service Quality Committee*, who provided invaluable feedback to the services we deliver.

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.

*Their purpose is to receive feedback from Saffron Community Members (including the Tenant Scrutiny Group and the Tenant Communication and Support Group), and to monitor and oversee continuous improvements to the quality of our services and our tenants’ experience.