Every day we survey customers who have had a repair to their home so we can hear how they think we did.
Between January and March 2024, more than three in every four (77%) of the 2,694 customers we surveyed were satisfied with our repair service. We’ve shared your insights with our Repair teams and changed how we work.
What we’re doing well
You told us you feel respected and valued throughout our repair process. You also told us you feel our colleagues are knowledgeable and competent at their job.
We were delighted to hear from you that several of our colleagues delivered an excellent level of customer service. We’ve thanked these colleagues on your behalf for the great job you said they did.
Changes we’re making
You told us you were least satisfied when you book a repair, but our data didn’t tell us why. To plug this gap in our information we now survey every customer who phones our Customer Service Centre to book or ask about a repair.
This survey asks each customer:
- how they felt about their call.
- if we were able to give them what they needed.
We learn from this feedback and use it to improve our services.
What you told us…
- You are frustrated when we do not fix issues and complete repairs.
- You are frustrated when we do not keep you updated throughout your repair.
- You sometimes find it hard to understand what we tell you because the language we use is too technical.
How we’ve responded
- We’re restructuring our repair service to focus on getting every repair right first time. We have also developed new technology to improve our repair process, giving residents much greater visibility. Our residents throughout the UK will benefit from this new technology before the end of 2024.
- By the end of October 2024 we’re planning to be able to send automated text messages to tell customers the date and time of their repair or rescheduled repair. Our focus on completing more customer repairs on our first visit should remove the need for further communication (see ‘1’, above). We will monitor how successful we are at this by measuring a customer’s satisfaction with their repair.
- We have developed a Tone of Voice guide to help colleagues across Sanctuary communicate warmly, positively and respectfully. Both this and our customer service training for all staff are steps toward making ourselves more inclusive and accessible to you.
Your feedback is appreciated and helps us to improve our repair process. We will monitor how you feel to see if our changes have the impact we’d like to see.
