The first meeting of the year saw us joined by staff from our repairs team, as well as a member of the development team, who are responsible for building new properties.
The Repairs Journey
The Forum was joined by Jo Howitt, Repairs Centre Supervisor, to discuss the work carried out by her team in taking your repair requests. Jo explained that the teams role includes, being the frontline department for all customers reporting repairs, raising work orders and arranging appointments for customers and liaising with contractors and other internal departments to ensure repairs are completed.
Attendees were informed that in the Financial Year April 2017 – March 2018 our Repairs Centre:
- Answered 26,156 telephone calls
- Received 10,406 emails
- Raised 19,452 work orders
And also, how our customers can report repairs:
Website – most efficient way of reporting non-emergency repairs. We aim to respond within 1 working day.
Phone – all emergency repairs should be reported this way.
Customers can also email directly or contact us via social media.
As part of the repairs process, we ask tailored questions to determine: What, where, why is the repair needed. Which trade is required? Which contractor we need to send. We aim to provide the contractor with as much information as possible to assist them in completing a right first time repair.
A discussion was had around the priority of repairs, ie how quickly we will respond and aim to complete a repair. Priority timescales include;
Places Management: Emergency 24 hours, Bookable 28 days.
Vinshire and other contractors: Emergency 24 hours, Urgent 7 days, Routine 28 days.
We make decisions based on individual circumstances; disabilities, vulnerabilities. We are unable to take inconvenience factor into consideration. We give advice to customers on what they can do in the meantime.
A Home for Life, or Not?
The second presentation of the day came from Neal Farmer, Head of Development, who came along to the Forum to talk about the current and future building projects being carried out by Derwent Living. As well as giving attendees the opportunity to put forward what they would like to see taken into consideration when planning new build developments.
Neal took us through a selection of current projects, and provided information on location and type of property. Forum attendees were clearly interested to see the variety of building projects taking place, and were supportive of Derwent Living continuing to do so.
Attendees were then asked to put forward what they would like to see included in new build developments, in terms of location, type of property, ownership and services.
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