We know that waiting in for a repair can be frustrating, especially when you’re unsure exactly when someone will arrive. Customers have told us that keeping track of appointments isn’t always easy, and we’re making changes to improve that experience.
From 30 July 2025, we’re introducing ‘final mile tracking’ for repairs carried out by our main contractor, Ian Williams. This new feature gives you more visibility and reassurance as your appointment approaches, helping you to know exactly when someone will be at your door.
What’s changing?
You’ll still receive the appointment confirmations and reminder texts you’re used to. But now, when your operative is on the way, you’ll also receive a ‘final mile’ text message containing a live tracking link.
By clicking the link, you’ll be able to:
- See a map showing the operative’s location in real time
- View basic job details
- Know the first name of the person who will be arriving at your home
This update, much like tracking a parcel delivery, lets you follow the final stage of your appointment journey, right up to the moment your repair operative arrives.
Why are we doing this?
We want to make it easier for you to stay informed. This live tracking means you’ll be able to see whether the operative is on the way, how far away they are, or if they haven’t yet set off. It replaces our previous system and reflects our ongoing commitment to delivering a more responsive and reliable repairs service.
This is just one of the ways we’re acting on your feedback and investing in technology that improves your experience.