Repairs task and finish group

Our Repairs Group is a 12 month group which is helping us review shape our repairs policy.

Before any changes are made to the policy, the group are consulted for their views and opinions.

The group has already influenced an extract of the Damp & Mould policy. They have provided us with valuable feedback on using ‘My Account’ and made insightful suggestions to enhance the customer journey while reporting a repair.

Our Repairs Group is a 12 month group which is helping us review shape our repairs policy.

Before any changes are made to the policy, the group are consulted for their views and opinions.

The group has already influenced an extract of the Damp & Mould policy. They have provided us with valuable feedback on using ‘My Account’ and made insightful suggestions to enhance the customer journey while reporting a repair.

  • CLOSED: This survey has concluded.

    'Sorry we missed you' card wording survey

    We are reviewing the wording of our 'Sorry we missed you' cards. A ‘Sorry we missed you’ card is put through a customers letterbox when a customer has booked to have a repair completed but has not been at home when the engineer arrived. 

    We want to ensure the customer understands that for all non emergency repairs the repair is cancelled and needs to be rearranged by the customer. For all emergency repairs we need the customer to call Citizen to rearrange the repair. (Please note Citizen will not cancel emergency repairs). Below is a picture of the current card, the following questions are about the suggested text, we would like to know if the wording is clear to our customers.