fbpx
Menu Close

response repair offer

Reporting a repair review

We understand that clear communication and easy-to-understand processes are important to our customers when reporting a repair.

We invited seven customers to a presentation explaining what happens when a repair is reported, what service they can expect and the challenges that could impact the process.

Following the presentation, we asked if the communication of the process and category descriptions were clear and easy to understand, and all customers provided valuable feedback and recommendations.

What happened next?

A new repairs service webpage for the Selwood Housing website has been created to provide a clear explanation for our repairs service, details of how a repair is categorised and response times. Five customers have reviewed the webpage and changes made in accordance with their feedback.

'You said, we did'

You saidWe did
The repair categories, emergency and priority were easy to understand. However, the term ‘appointable’ is confusing and did not have a specific meaning.We have replaced the term ‘appointable’ with ‘routine’ and included examples of repair types for all three categories.
More clarification is needed around the terms ‘non-emergency’ and ‘complex’. Also, an explanation around repairs that requires more than one trade operative.An explanation for a non-emergency repair and a more complex repair, including timeframes can be found on the repairs service webpage.
Honest communication is needed when there is going to be an extended waiting time for a repair and the reason for the delay i.e., waiting for materials, weather etc.The planning team closely monitor all repairs and will contact the customers directly if appointments are severely delayed, explaining the reasons. Issues that can cause a delay in repairs can also be found on the new webpage.
Do you consider customer circumstances when making appointments?Repairs appointments are booked in with the customer, we aim to accommodate requests for a more convenient date and time slot.
Do have all the info about customers' households and health etc?
Could there be a customer area on the website where we can update our information, track repairs etc?
These will be part of longer-term equality & diversity and customer portal projects, but customers can advise us of vulnerabilities or health issues at the point of reporting repair, rather than us holding information that may go out of date.
How are you communicating this with customers who are not online?Customers who are not able to access the website and digital version of the customer update will have a printed copy posted directly to them. We will include details of our repair service, tips and guidance.
Could a printed copy of the repair service be displayed on communal area noticeboards?All customers should receive a printed copy of the customer update or digital version, so it was felt that it is not needed on notice boards.
There are plans to review how we communicate information in blocks, unfortunately this will not be delivered in the next 12 months.
Will you have an easy-read version?We do not provide easy-read versions of customer information as these are time consuming to produce and require expertise that we do not have within the organisation. We try to use plain and concise language to make our information accessible to as many customers as possible. A large print version of our monthly customer update is available on request.

Get in touch

If you have any questions about the programme, or to find out about ways to get involved, contact our involvement team.

Email: makeadifference@selwoodhousing.com
Tel: 01225 715715

Can't find what you're looking for?

If you can't find what you're looking for please contact us at info@selwoodhousing.com

u50
Used for the like, share, comment, and reaction icons
16 hours ago
Selwood Housing

With over 20 teams covering a wide variety of responsibilities, there are many career pathways for you to explore at Selwood Housing. We'll be spotlighting a few of our team members this week as parNational Careers Week Week but you can find details of all the teams on our website here: ecs.page.link/7w#NCW2024W2024 ... See MoreSee Less

With over 20 teams covering a wide variety of responsibilities, there are many career pathways for you to explore at Selwood Housing. Well be spotlighting a few of our team members this week as part of National Careers Week but you can find details of all the teams on our website here: https://ecs.page.link/7wrbB 
#NCW2024
1 day ago
Selwood Housing

Wiltshire Council is inviting residents in the Studley Green area of Trowbridge to join them on the 6th March (6 - 8 pm) and 7th March (9.30 - 11.30 am) at Studley Green Primary School to share ideas on how a pot of funding could be used to benefit the community. Contact communityconversations@wiltshire.gov.uk for further information. ... See MoreSee Less

Wiltshire Council is inviting residents in the Studley Green area of Trowbridge to join them on the 6th March (6 - 8 pm) and 7th March (9.30 - 11.30 am) at Studley Green Primary School to share ideas on how a pot of funding could be used to benefit the community. Contact communityconversations@wiltshire.gov.uk for further information.
2 days ago
Selwood Housing

"I've lived in my Selwood property for the last 7 months and I've loved every minute. Choosing shared ownership has meant I can get back onto the property market and afford it. Because I own a percentage of my property, it means my future is secure. I'm impressed with the spec and the communication from the team was brilliant. They kept me in the loop the whole way through. " - Kathryn.

#NewHomesWeek
... See MoreSee Less

Ive lived in my Selwood property for the last 7 months and Ive loved every minute. Choosing shared ownership has meant I can get back onto the property market and afford it. Because I own a percentage of my property, it means my future is secure. Im impressed with the spec and the communication from the team was brilliant. They kept me in the loop the whole way through.  - Kathryn.

#NewHomesWeek
Load more
A A A