You said this: "Could you pass on my thanks to the Operatives who did a great job today. They were friendly, polite and professional at all times. In my experience is not often that trades people remove shoes, use dust sheets and clean up afterwards as well! "
What this tells us: This feedback reinforces the importance of showing respect for every tenant’s home. Our Operatives should work professionally, protect the area they are working in, and leave homes clean and tidy when the repair is complete.
You said this: "I was delighted by the Operatives’ professionalism and I am over the moon with the service I received.”
What this tells us: This feedback shows how much positive, professional contact matters to tenants. We share compliments with the team so that Operatives know what tenants value and can continue to provide a respectful and reliable service.
You said this: “You sent an electrician and apprentice plumber to fix my boiler and neither of them have a clue, so I am still sitting here with no heating or hot water since Saturday, with no clue what will happen next.”
A tenant reported an out-of-hours emergency repair because their boiler was not working and they had no heating or hot water. An electrician and apprentice plumber attended because our gas engineer was unavailable, but they were unable to resolve the issue. The tenant then raised a complaint because they did not know what would happen next, other than being offered additional electric heaters or the option to decant from their home.
What we did: The Repairs Manager contacted the tenant to explain that the boiler had been assessed as beyond repair, that a replacement boiler had been sourced, and that it was due to be fitted two days later. We recognise that tenants need clear updates when an emergency repair cannot be completed straight away. Our out-of-hours emergency service will make the home safe and prevent further damage where possible. If the issue cannot be fully resolved at that visit, we will explain what will happen next and progress the repair in line with the appropriate priority timescale.
You said this: “I am frustrated by the poor service and communications I have received, I feel as though I have been forgotten about.”
The tenant explained that their downstairs toilet sink had been removed two years earlier because the Operative did not have the correct parts to replace it at that time.
Although the Housing Officer and IHR Manager had visited several months earlier and agreed that the situation was not acceptable, the tenant had not received a further update.
What we did: We recognised that communication was poor when the original repair was not followed through and when responsibilities between teams were not clear. We have since reminded staff of their responsibilities for raising and following up repair requests, so tenants are not left waiting without an update.