We are always looking for ways to improve our services, and are currently working on our Repairs Improvement Plan. This is a programme of improvements designed to make our repairs service quicker, more reliable and easier to use, giving customers a consistent, high-quality experience every time they contact us.
In May, we held an event with our contractors in Peterborough to look for ways to improve how we work together. Over 70 people attended, with representatives from our main five contractors as well as Accent team members.
The day was focused on agreeing shared approaches to improving repairs and customer satisfaction, with a focus on behaviours, ownership, and partnership working.
We used customer feedback, survey information and lessons from Stage 2 complaints around repairs and planned works. This helped us to look for practical ways we can make sure our repairs service meets customer needs, and keeps getting better to where it needs to be. We shared real-life examples where things didn’t go as well as they should. This helped us understand what matters most to customers and identify how we can improve the service going forward.
We also looked at bringing in a ‘Contractors Charter’ soon which will set out clear expectations for how Accent and our contractors work together and with customers. It will focus on standards of behaviour, communication, quality of work and accountability, helping to ensure a consistent, respectful and professional service for every customer, every time.