Improved Video Call Repairs: Faster, Easier Service

Making Repairs Easier with Video Calls 📱💬

We’ve been working hard to make it quicker and easier for you to get repairs sorted, and we need your help to make it even better! Here's what we've been up to:

What’s New?

Back in February 2025, we kicked off a new way to help with repairs — video calls! 🎥

This idea came from a small trial we ran in November 2023, where we tested how video calls could speed up repairs, especially for issues like leaks or door problems.

The Challenges We Faced

In the past, when you called us about a repair, you often had to hang up, call someone else, and wait for them to call you back. This was time-consuming and made getting things sorted more difficult.

The New Way Forward

Now, when you call us about a repair, we can send your call straight to a team member who knows how to help.

In some cases, they might ask to video call you. This allows us to see the problem straight away, which means we can understand what’s needed faster and plan the repair better.

How It Went

During the trial, we learned a lot:

  • 190 calls were sent to our repairs team

  • 225 repairs were raised from those calls

  • While we still needed to visit in most cases, video calls helped us get things right the first time. For example, one repair looked like a quick job, but the video showed it would actually take 4 hours and not 30 minutes. This helped us plan the repair properly and save time!

What You Told Us

Your feedback was super helpful in making improvements:

  • Some Android phone users had trouble joining video calls, so we provided our team with extra training to help.

  • The majority of customers said the service was quick, simple, and helpful.

What Didn’t Go So Well

There were still a few things we needed to work on:

  • The trial was only running from 8am to 4pm, but we noticed that most calls came in between 10am and 6pm, so we need to adjust the times.

  • A few Android users still had connection issues.

  • We didn’t always have enough staff available due to sickness or leave.

  • Some booking forms weren’t filled in properly, which caused a bit of confusion.

What’s Next?🗓️

The trial was a success, and because of that, we’ve decided to extend it until mid-May 2025!

Here’s what we’re working on next:

  • Fixing the issues you pointed out

  • Looking at how we can use video calls for more types of repairs

  • Reviewing all your feedback, the data, and the technology to make things even better

  • We’ll keep you updated and hope to make a final decision soon!

Why It Matters

This is all part of our promise to put you first. We want our services to be:

  • Easy to use

  • Quick

  • Helpful

  • And give you more choices in how you communicate with us.



Thanks to your feedback, we’re making real changes that will help you and everyone get the support they need, faster and easier! 🎉

Making Repairs Easier with Video Calls 📱💬

We’ve been working hard to make it quicker and easier for you to get repairs sorted, and we need your help to make it even better! Here's what we've been up to:

What’s New?

Back in February 2025, we kicked off a new way to help with repairs — video calls! 🎥

This idea came from a small trial we ran in November 2023, where we tested how video calls could speed up repairs, especially for issues like leaks or door problems.

The Challenges We Faced

In the past, when you called us about a repair, you often had to hang up, call someone else, and wait for them to call you back. This was time-consuming and made getting things sorted more difficult.

The New Way Forward

Now, when you call us about a repair, we can send your call straight to a team member who knows how to help.

In some cases, they might ask to video call you. This allows us to see the problem straight away, which means we can understand what’s needed faster and plan the repair better.

How It Went

During the trial, we learned a lot:

  • 190 calls were sent to our repairs team

  • 225 repairs were raised from those calls

  • While we still needed to visit in most cases, video calls helped us get things right the first time. For example, one repair looked like a quick job, but the video showed it would actually take 4 hours and not 30 minutes. This helped us plan the repair properly and save time!

What You Told Us

Your feedback was super helpful in making improvements:

  • Some Android phone users had trouble joining video calls, so we provided our team with extra training to help.

  • The majority of customers said the service was quick, simple, and helpful.

What Didn’t Go So Well

There were still a few things we needed to work on:

  • The trial was only running from 8am to 4pm, but we noticed that most calls came in between 10am and 6pm, so we need to adjust the times.

  • A few Android users still had connection issues.

  • We didn’t always have enough staff available due to sickness or leave.

  • Some booking forms weren’t filled in properly, which caused a bit of confusion.

What’s Next?🗓️

The trial was a success, and because of that, we’ve decided to extend it until mid-May 2025!

Here’s what we’re working on next:

  • Fixing the issues you pointed out

  • Looking at how we can use video calls for more types of repairs

  • Reviewing all your feedback, the data, and the technology to make things even better

  • We’ll keep you updated and hope to make a final decision soon!

Why It Matters

This is all part of our promise to put you first. We want our services to be:

  • Easy to use

  • Quick

  • Helpful

  • And give you more choices in how you communicate with us.



Thanks to your feedback, we’re making real changes that will help you and everyone get the support they need, faster and easier! 🎉