Our repairs service is currently experiencing very high demand, which is resulting in slightly longer waiting times for customers than we would normally expect. This is also resulting in high numbers of enquiries to customer services, which may mean delays if you need to contact us.
Since October 2022 our repairs demand has seen an increase of 23%. December 2022 also saw a rise of 30% compared to December 2021. We are completing as many repairs each week as we can, however the increase in repair requests has put pressure on our services.
We are taking steps to ensure repairs are being completed as quickly as possible, which you can read more about below, and we appreciate your patience and understanding.
Steps we are taking to deal with increased repairs demand
- We are maximising the number of colleagues available to deal with repairs, which will help to reduce waiting times for customers who are waiting for work to be carried out.
- We are continuing to recruit additional colleagues to our teams, particularly in areas where we are seeing high demand for repairs.
- We are introducing the use of video calls to help identify problems with some types of repairs, allowing us to find solutions quicker or even using a video call in some instances.
- We are prioritising repairs which have an immediate risk to health and safety, however we are working hard to complete all repairs as quickly we can.
How can you help?
To help us work through the requests we have, there are a couple of things you can do which will help:
- If you have an appointment booked for your repair, please ensure that you are at home and can let our teams in to carry out the work. If our colleagues are unable to enter a home to fix the repair, we will have to reschedule your appointment.
- If your repair is less urgent and does not impact your health or safety, please report your repair online if you are able to.