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The Responsive Repairs Service
The Responsive Repairs Service
Systems Review of Repairs - How are we Doing?
When we carried out our major review of the repairs service in 2008/9, our main objective was to ‘..improve the performance of Hexagon’s Responsive Repairs Service’ The new systems we introduced from the review have been running for about a year now and judging from your feedback to date, the changes have been very successful. You are telling us that our new ways of working are making a big difference and that overall you are much more satisfied with the repairs service.
In addition to making the repairs service more efficient and customer friendly, one of the big changes we have made is that we now try to phone you as soon as possible after we have completed a repair in your home. This is because we want to ensure that the repair has been completed correctly and that you are completely satisfied with the service. When we call you about a job it is your opportunity to give us instant feedback, and to let us know if there are any problems or ways in which you think we could improve the service.
If you do notify us of a problem and you want a response, we promise to let you know what we are going to do to sort it out, and importantly, what we will do to stop it happening again.
Satisfaction Survey Results
This is a sample of the latest results we have been getting from our telephone surveys compared with previous results in 2007-8
Questions Phone Surveys Phone Survey
2009-10 2007-8
The quality of the work 94% 76%
The speed with which the work was completed 97% 84%
Time taken before the work started 87% 77%
Satisfaction with the last repair 94% 85%
Overall satisfaction with the repairs service 81% 68%
You are telling us that you are much more satisfied with all aspects of the repairs service than before. We are pleased that our new service is making a difference to you, but we know that occasionally things will go wrong and are always looking to see how we can improve it further.
Satisfaction with the Repairs Service
Compare our performance in 2005 and 2007/8 (shown on the left), with our more recent performance in 2008/9 and the current year 2009/10, satisfaction at 81%, (shown on the right).
The individual months from September to December 2009 show a continuing improvement in performance. This is reflected in the quarterly performance figures which have shown steady improvement from Q4 2008/9 to Q3 2009/10.
Please continue to tell us what you think about our repairs performance, we value your feedback and will use it to help shape the service around your needs. We welcome any further suggestions for improvement.