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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.
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.
This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used by Citizen to contact you about joining the Repairs Group. All information produced will be anonymised. An external data processor stores your personal data on servers in the United Kingdom and they give an undertaking never to disclose the survey questions or your responses to others without permission. By completing this survey you are agreeing to our privacy terms and conditions. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk) Please click on 'How we use your information' and the 'Housing customers privacy notice' link.
Citizen values all feedback about our services and see this as an opportunity to learn, adapt and improve, so that our customers can have confidence in us to deliver a quality standard of service.
If you would like to share your views, and give us a comment, compliment or complaint visit our websitewhere you can read our Customer Feedback Policy and provide us with your feedback.
Join the Repairs group!
We are always keen to have new members. Please register Here
