Ensuring that our customers enjoy a positive repairs experience is one of the core goals of our Maintenance team, and a key focus to help us achieve this in recent years has been to therefore improve our ‘First-Time Fix’ repairs service.
What is the First-Time Fix service?
Our First-Time Fix approach is our commitment to complete any necessary repairs on our first visit to a customer’s property, whenever it is possible to do so.
Of course, some issues will require further visits – as is the nature of repair work – but we are pleased to say that by adopting this approach into our repairs policy, we have seen a fantastic increase in our customer satisfaction.
To allow us to put this approach into practice, we have reviewed our policies and procedures, empowered our operatives, and worked closely with our suppliers – all of this has assisted us in improving the customer journey.
What does First-Time Fix mean for me?
Since we changed our approach, our First-Time Fix rate has improved significantly from 67% to 91%.
The approach is not only a more efficient and productive way of delivering repairs, but has also led to greater customer satisfaction which is currently over 90%.
This means that most of our customers are now receiving a prompt repairs service, which alleviates the frustration and stress that people understandably feel when they’re waiting for repairs to be completed, as well as the inconvenience of additional calls and emails to rearrange future appointments.
What’s next for repairs?
Our First-Time Fix approach is our latest step in improving the customer journey, but we believe there is always room for improvement, so watch this space as we identify and implement further service enhancements.
We have also recently updated our Repairs, Maintenance & Improvements policy to further improve our services. Find out more about our policy changes here.