Home >> Customer care >> News from Nottingham City Homes >> News feed >> New repairs service

New repairs service

On 1st April 2011, we started work on a new repairs and maintenance service which aims to get jobs done right first time.

Over the past 18 months, we've been working on plans for a more efficient and customer focused repairs service. We have been working with the unions and our workforce to review the service and find the best way to achieve this.

Thanks to the review, the repairs service will no longer need to rely on the rest of the business. In fact we even hope to generate income in the future by working with other housing companies. The service has been running at a loss. This meant other parts of the company had to help keep repairs and maintenance afloat.

These are the biggest changes to how we handle repairs for more than 20 years.

Key improvements include:

• New terms and conditions for our engineers
  Last year we agreed new terms and conditions with the unions, which were backed by 91% of our workforce in a ballot last year. This means that our engineers now have new pay, terms and conditions which are fair, consistent, and put emphasis on customer satisfaction and getting the job right first time.
• Getting the job right first time
  Often a repair might have needed the skills of several engineers to complete. This could mean a number of visits from us. As part of our new approach, we are hoping to train more of our engineers to be multi-skilled, so we can do more jobs in one go.

Tell us what you think!

With such a new service, we know it won't be perfect. It is important that we understand what we are doing right and what we need to do better.

Thanks to all of you who have completed the customer satisfaction surveys we send to you after your repair. Your responses help us to understand how we can best improve our service to you.

In fact customer satisfaction is so important to us, that our engineers are now monitored on the quality of their work and the level of customer satisfaction they achieve.

So please let us know what you think And you don’t have to wait for a survey!

You can:

• Call our repairs contact centre on: 0115 915 22 22
• Email us: repairs@nottinghamcityhomes.org.uk
• Write to us at Customer Service Team, 14 Hounds Gate, Nottingham, NG1 7BA

Let us know if your are pleased or disappointed with your repair, and why, so we can learn more about how to improve our service to you.

(Friday 27 May 2011 09:00:00 GMT)

Read all the latest news from Nottingham City Homes