Over the past year we’ve been making changes in the way we work to improve our repairs service.
We've made big improvements to get more repairs completed on the first visit. We’ve trained our contact team to better identify repair needs, so operatives arrive prepared and with enough time.
We’ve also worked with our suppliers to make sure our teams have the right parts and equipment so they can fix more repairs first time.
Connect, our customer portal, allows customers to report repairs anytime and clearly define what their repair need is.
We’ve also introduced a new quality checking process to make sure more repairs meet our standards the first time.
We recognise that the service is not perfect, and we know there is still plenty of ways we can improve. We’re working on that. We’re committed to keeping this progress going; to keep listening to customers so we can deliver a better service for all.
Survey results
After each repair we ask our customers to give us feedback, and we’ve noticed improvements in those numbers.
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82% of customers were satisfied with the time taken to complete repairs - up from 76% in the previous quarter.
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83% of respondents agreed that Alliance Homes made it easy to get their repair fixed, compared to 78% in the last quarter.
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Overall satisfaction with repairs rose from 85% to 89% by 30 June, marking a notable improvement.