Improving our repairs service
It is our job to listen to your views and act on the feedback that you give us so we know where we need to make improvements to our services.
Our repairs service is something that’s very important to you, and we are working hard with our contractors to make sure we deliver a great service to you.
Our Technical Hub has a team of dedicated staff who have the skills and tools to make sure we diagnose the correct repair for our customers. This has improved our our first-time fix rate and we are working to maintain those improvements and other key targets, such as overall satisfaction with the service and repairs completed to our target timescales. The team also offer valuable repairs advice to customers which has helped reduce the number of repairs raised year on year.
We have also more clearly explained repair responsibilities, (for Accent and the customer), in a leaflet which is helping to clarify who is responsible for repairing what.
We have also improved our empty homes standard for new customers moving in, making sure that decoration and flooring is of an agreed standard and installing hygrometers to measure moisture in our homes to help prevent damp, mould and condensation. The customer keeps the hygrometer after they move in to help them measure moisture levels themselves and maintain a healthy home.
Customer feedback is always important to us, for any of our services. In the case of repairs, the technical hub follow-up directly with customers who have let us know they are not satisfied with their repairs. This feedback helps us diagnose and identify any issues that need resolving and prevent any reoccurring issues.
How we are improving our repairs service
First-time fix increase
As at January 2024, our first time fix rate was 89%.
Our performance remains strong, but we are still working hard to improve. Our use of improved technology to better diagnose repair issues is helping us make sure our contractors arrive at your homes with everything they need to fix the problem first time.
We will continue to focus on improving this figure and all our repairs performance targets.
Decrease in outstanding repairs
With new processes, staff, and systems in place, and close working with our contractors, we are continuing the number of outstanding repairs. This allows us to respond more quickly and effectively when new repair requests are raised.
Our self-help videos can also help customers attend to their own minor repairs, such as unblocking a sink or toilet, or bleeding a radiator.
Improved damp and mould processes
We have improved our processes for dealing with damp and mould.
This includes providing our surveyors with equipment which can better detect damp and mould at early stages, including humidity sensors and thermal imaging cameras.
Our surveyors are also carrying out more routine inspections in our homes to detect early signs of damp and mould and provide support for customers as soon as possible.
We are also identifying homes which could be at a higher risk of forming damp and mould and reducing that risk by, example, fitting ventilators, and ensuring we manage any cases quickly and effectively.
We have also improved our empty homes standard to include the fitting of hygrometers which measure the level of moisture in a property. When a new customer moves in, the hygrometer remains, allowing the customer to monitor levels of moisture, helping to prevent damp, mould and condensation and maintain a healthy home.
W provide guidance about how you can prevent damp and mould.
Repairs responsibilities
We have a new ‘repairs responsibilities’ leaflet which clearly explains which repairs we are responsible for, and which repairs our customers are responsible for.
We have also produced several 'how to videos' which provide customers with a DIY, step by step guide to making some of their own minor repairs, such as unblocking a sink or drain and bleeding a radiator. This has freed up time and resources for us to respond to more complicated and urgent repairs.
Technical Hub
Our technical hub is dedicated to responding to repair calls and our team are equipped with the knowledge and skills for the better diagnosis of repairs, improving the opportunity for a first time fix for the customer. Our telephone system helps reduce waiting and resolution times and improves our overall repair communications.
We continue to look at new technology and systems to further improve our service.
A bigger team
We’ve expanded and upskilled our team
This means that our surveyors are better equipped with the skills and knowledge to carry out home inspections, so we have more up to date information. We have also increased the number of surveyors in all our regions so customers who need an inspection can get one quickly and efficiently. We are getting some great feedback from customers on these changes, particularly the surveyor 'drop-ins' which are taking place regularly in some blocks and schemes.
We provide more opportunities for training, including making training on the Housing Health and Safety Rating System compulsory for all our surveyors.
Through our ‘grow our own’ programme, we have also introduced new surveying, customer liaison and contracts admin trainee roles so colleagues have the opportunity to progress within Accent.
Don't just take our word for it
Mrs R was concerned over the delay to grounds maintenance works on her street following a contracting issue, and contacted our technical hub.
A new contractor was swiftly instructed to carry out the outstanding ground maintenance works.
Mrs R said, “We received a great letter explaining what had happened, and promising a new contractor. Within just two days they were here and working very hard. It’s all starting to look lovely again. I appreciate the efforts all the Accent team have gone to in resolving the issue for us. I’m particularly happy with the great communication. They’ve picked up the phone, kept me updated and I feel listened to.”
Della had new doors and windows fitted throughout her property and said, “I cannot praise the company enough. So very professional, perfectionist they went above and beyond. Nothing was too much trouble. There was no damage you would not even know that they had been here.”
Kris contacted our technical hub to report an issue with his communal door and was concerned about damp and mould.
He was very happy with how Customer Advisor Marina helped him and said, “She saw it was a reoccurring issue and went above and beyond to arrange a surveyor to visit. All in all it was a fantastic interaction and lovely to see that she truly wanted to help solve the situation.”
