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Repairs appointment times survey results

In November 2023, we consulted over 3500 Customers regarding our current repairs appointment times with a view to offer a more efficient and effective service. We proposed an all-day slot as opposed to the AM/PM slot we currently offer to allow a greater flexibility for our operatives and indeed customers as it would allow our teams to complete other necessary jobs that are outstanding. This in turn should cause less frustration if our operatives have been delayed on a previous job.

Over half our customers were happy with the suggestion of moving away from the AM/PM slots, with 63% of customers happy with the suggestion of the evening slots twice a week from 4:30PM to 7PM which would accommodate those who have daily commitments between 9AM and 5PM.

The current school run option of 9:30AM to 2:30PM will remain in place as before.

From the 1st of March we will be trialling the new times and we will offer an all-day slot between 8AM and 4:30PM , a school run appointment slot of between 9:30AM and 2:30PM or an evening slot on a Tuesday and Thursday between 4:30PM and 7PM. (This relates to our Orwell Repairs Service only)

We do of course recognise that the above changes will not be suitable for everyone and we will continue to offer a range of appointment slots based on tenants’ preference and what is practicable and reasonable.

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