Improving our repairs service for you
We're excited to share how your feedback has helped us shape a better, more responsive home maintenance service over the past year.
What's changed?
With the insight you've shared through Chat2 Aspire, our Home customer panel, and the Aspire 100 group, we've focused on what matters most to you.
Thanks to your involvement, we've made some real progress:
Repairs are faster:
The average wait for a repair has dropped from 27 days to just 12 days.
Joinery repairs:
Waiting times have gone from 31 days to 13 days.
Plumbing repairs:
Now just a 7 day wait, down from 30 days.
We know there's still more to do, and we're committed to making things even quicker for you.
- Less waiting, more appointments:
Our new building materials supplier means our teams spend less time travelling for supplies – saving 20 minutes on average per visit. That means more appointments available and shorter waits for you.
- Easier online repairs:
Reporting a repair online is now simpler and faster. In the past year, 22% more customers have used this option, so we can get started on your repair right away.
- "We are on the way" updates:
You now get estimated arrival times in your confirmation texts. Just click the link to see when we'll arrive – helping you feel confident that we're on our way.
Your feedback shows we're moving in the right direction:
Text message surveys for repairs rated at 8.5/10 or above have jumped by 34.65%. We're proud of this progress and are working hard to improve even more.
If you have more feedback or ideas, we're always here to listen.
What's next?
Better systems, less admin
We're refreshing our behind-the-scenes systems to make your repair journey simpler, so we can focus more on fixing your home and less on paperwork.
More convenient appointments
We know weekdays don't work for everyone, and sometimes it's tough to be home for early appointments. This summer, we're trialling evening and Saturday slots to give you more flexibility – we'll share more details in the Summer edition!
Smoother follow-up repairs
If we can't fix things on the first visit, we want to make arranging follow-up appointments easier and improve how we keep you updated.
More repairs done first time
By improving how we diagnose repairs and investing in extra training for our team, we'll be able to match the right expert to your job and complete more repairs in a single visit.
Thank you to everyone who's filled out a survey, joined our Home customer group, or helped us test new systems. Your input really does make all the difference.