Repairs

Our response to requests for repairs has been excellent and we encourage feedback using a customer satisfaction questionnaire. All returned surveys are entered into a monthly draw to win £50 bond vouchers.

	Example	attended within	Response
Emergency	Dangerous electrical fault Burst pipe Smell of gas	4 hours	99.5%
Urgent	Replacing a roof tile Minor leak Replacing a electrical socket	3 working days	97.9%
Routine	Repairing a gate Replacing an internal door	10 working days	98.5%

We have an appointment system for all Urgent and Routine repairs so that tenants know when contractors are due to call, and last year our contractors kept over 97% of all appointments.

Out-of-hours calls are now handled by the Astraline call centre, resulting in a 90% efficiency saving on that service.