We know from customer feedback that our repairs and maintenance service has not been, for everyone, the standard that it should be.
In May 2022, more than 20 customers attended an online Repairs Engagement Event, led by Executive Director of Assets & Sustainability, Julie Wittich, to find out more about how Accent is transforming the repairs service.
At the meeting, Julie explained how changes to Accent’s payment arrangements to contractors would incentivise them to do a good job. From now on, Accent will pay contractors an agreed fee for each repair job, rather than an annual subscription to a repairs service – so it will be in contractors’ best interests to complete as many jobs to your satisfaction as possible.
Julie went on to describe plans to reaffirm customers’ own repair responsibilities. We have found many instances of contractors carrying out repairs which are typically customers’ own responsibility (for example; lock changes where someone has locked themselves out, unblocking toilets and changing light bulbs). While we will always be there to support vulnerable customers who need additional assistance, carrying out these repairs has taken time and attention away from customers who really need our help. Please click here to see which repairs customers are typically responsible for.
Finally, Julie revealed plans to set up a new contact centre, based in our East region, which will deal exclusively with repairs requests and queries. Advisors will have specialist technical knowledge on property maintenance which will help them to correctly diagnose repairs issues and send the right tradesperson with the right tools and materials to fix them. For now, please continue to report repairs in the usual way. We will let you know in good time if there are any changes to the way you report repairs.
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