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Repairs policy changes
We know from customer feedback that it’s important we carry out repairs in a timely way, to a good quality and that we support our more vulnerable customers. That’s why we’ve amended our repairs policy .
Dan Miller, Golding Homes, Assistant Director of Repairs and Maintenance explains:
“Our Repairs Policy helps to make sure we meet customer expectations. The timescales that were set out previously in the policy meant that we were trying to complete all routine repairs within 28 days. This target included works which can sometimes be complex and require specialist materials or where a customer might like us to attend after the 28-day priority target.
“Our drive to meet this target, was impacting our ability to meet our overall performance targets, and sometimes meant that jobs of a higher priority, or for vulnerable customers weren’t completed on time. As a result of this customer feedback, we’ve made changes to the repairs policy to include two new categories, planned repair and customer request.”
New repairs priorities
- Planned Repair (90 days)- more complex, larger scale non-urgent repairs that may require specialist materials, works or can be delivered more efficiently if they’re batched together with other similar repairs completed within 90 calendar days
- Customer Request - a request for a non-urgent repair which the customer would like booked beyond the 28-day routine priority
These new repairs priorities have been added to our existing categories:
- Emergency (24 hour): Any problem that is causing immediate damage to the home or is a health and safety issue. At this appointment we’ll make sure action is taken to prevent further damage and that you and your family are safe. Further repairs will take place after this.
- Urgent (7 days): Any issue that will cause damage to your home or will affect your wellbeing if it’s left for a prolonged period
- Routine (28 days): Any day-to-day repair to your home
You can use our customer online portal MyGolding to report any repair.