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UTH Empathy Keep customer updated On time Lasting fix

Correct diagnosis Flexible appointments Respect home Text when complete

Set expectations

Customer maintenance

No problems on move in Appointments1st time Length of wait Correct parts Remove materials

Explain next steps Call/Text en route Ensure follow on work booked

1 NEED A REPAIR 2 REPORT 3 WAIT 4 VISIT 5 COMPLETE

The work should have been done before I moved in.

They understood my circumstances and told me someone would be out in the morning.

They were very good. They did listen and try their best.

Call after call I explained the problem to them but they did not send anyone out. Luckily I bumped into my Housing Officer on the

estate and she saw the state of the problem.

I reported the problem via the app. This is a quick and easy way to report repairs.

I work every day so appointments can be difficult. I also expected someone to

be sent sooner.

The first time they came out they did not have the right equipment so could not do anything.

The repairer was really good and very polite.

They sent out the wrong type of contractor. I reported the chimney cage but they sent a contractor that could not go up on the roof.

The problem is fully resolved. The repairer was excellent and he did a good job.

I am not confident because the problem keeps happening.

This is frustrating as it has been ongoing for the last three to four years. They keep coming out to cover up the water stains but they are

not getting to the root of the problem.

VOICE OF THE CUSTOMERRepair Journey

I had to wait two weeks for a repairer to attend. This was frustrating as I had to bath

two kids in the dark.

They could have told me that they had allocated the job and that someone was

coming out.

I do not feel they looked at the whole job. They made the chimney cage safe but my

chimney stack is bulging.

Average number of repairs logged in first week of tenancy

Satisfaction with colleague concern shown (CSC) Satisfaction with colleague knowledge shown (CSC) Repairs jobs appointed Overall CSC Satisfaction

Average days; routine jobs logged to work starting Chasers per jobs logged

Contractor KPIs• Attitude of workers• Dirt and mess• Overall quality of work

Average days; routine jobs logged to work completed Complaints per jobs logged Overall repairs satisfaction

I moved into this flat in June last year and that is when I first reported the blocked drain.

18 months later the problem is still not fully resolved.