Improving Customer Satisfaction by Measuring Quality & Sustainability of Repair Rather Than Speed

SEMINAR

Date: Tuesday 27th June
Time: 13:15-13:45
Location: Mobysoft Stand G24, CIH Housing Conference, Manchester Central
Buffet Lunch Provided

Delivering an equitable and consistent quality repairs service is paramount for housing providers. The timely eradication of persistent problematic repairs, that can blight tenants’ lives, is what landlords want. Whilst all work hard to address these outliers, across social landlords in the UK it is estimated that 3.3 million repairs (17% of all repairs) each year are avoidable repeat repairs. These multiple visits and ongoing unresolved repair issues erode the value for money of the service provided and adversely impact the customer experience and satisfaction.

Karbon Homes wanted to focus on the quality and sustainability of repairs rather than the speed of fix, as they believe this would help them prevent such repair scenarios for their customers.

Speakers: Jonathan Fletcher, Director Pre-Tenancy & Property Services at Karbon Homes