Video repairs testing – Phase two



🎥 Video Repairs – What Customers Told Us (23 April 2026)

We spoke to 4 customers at St James Lane to hear what they think about Video Repairs.

Overall, feedback was positive. Customers could see how video can help, but they also told us what needs to work well.

Camera Use – Let Customers Choose

Customers had mixed views:

  • Some liked seeing the adviser. It felt more personal and supportive
  • Others did not want to be on camera and felt uncomfortable

Most people preferred using the back camera to show the repair.

➡️ Key point: Give customers a choice and control


Clear Communication Matters

Customers said good communication made a big difference:

  • Tell them why video is being used
  • Explain what will happen next
  • Keep things clear and simple

✅ This helped customers feel calm and confident


♿ Make It Easy for Everyone

Some customers found instructions hard to read or follow.

This could be due to:

  • Language barriers
  • Reading difficulties

Customers liked knowing:

  • Video is optional
  • Other help is available


⚙️ Technical Issues

Some problems were raised:

  • Confusing PIN process
  • Trouble rejoining calls
  • Slow links
  • Camera or sound not working

➡️ Reassurance was key: repairs will still be logged and advisers will call back


📱 Check Before You Start

Customers said advisers should check:

  • Are they happy to use video?
  • Do they have Wi-Fi?
  • Are they comfortable using the technology?


🤝 Make It Personal

Customers liked knowing who they were speaking to.
Just sharing the adviser’s name made a big difference.


📢 Better Awareness Needed

Customers suggested:

  • Simple emails or leaflets
  • Clear FAQs
  • Info about data use and Wi-Fi


❤️ Supporting Vulnerable Customers

Video can help spot when customers need extra support.

But some may find it harder, including:

  • Older customers
  • Those with mobility or health issues

➡️ Important: Video must always be optional


⭐ Overall Feedback

Customers were positive about Video Repairs 👍

To make it work well, we need to:

  • Keep it simple
  • Give customers choice
  • Communicate clearly
  • Make sure no one is left out


A big thank you to all the customers who took part. Your feedback helps us improve and shape this service We are committed to listening, learning, and making sure our services work for our customers.


“When we listen to our customers, we build services that truly work for them.”



🎥 Video Repairs – What Customers Told Us (23 April 2026)

We spoke to 4 customers at St James Lane to hear what they think about Video Repairs.

Overall, feedback was positive. Customers could see how video can help, but they also told us what needs to work well.

Camera Use – Let Customers Choose

Customers had mixed views:

  • Some liked seeing the adviser. It felt more personal and supportive
  • Others did not want to be on camera and felt uncomfortable

Most people preferred using the back camera to show the repair.

➡️ Key point: Give customers a choice and control


Clear Communication Matters

Customers said good communication made a big difference:

  • Tell them why video is being used
  • Explain what will happen next
  • Keep things clear and simple

✅ This helped customers feel calm and confident


♿ Make It Easy for Everyone

Some customers found instructions hard to read or follow.

This could be due to:

  • Language barriers
  • Reading difficulties

Customers liked knowing:

  • Video is optional
  • Other help is available


⚙️ Technical Issues

Some problems were raised:

  • Confusing PIN process
  • Trouble rejoining calls
  • Slow links
  • Camera or sound not working

➡️ Reassurance was key: repairs will still be logged and advisers will call back


📱 Check Before You Start

Customers said advisers should check:

  • Are they happy to use video?
  • Do they have Wi-Fi?
  • Are they comfortable using the technology?


🤝 Make It Personal

Customers liked knowing who they were speaking to.
Just sharing the adviser’s name made a big difference.


📢 Better Awareness Needed

Customers suggested:

  • Simple emails or leaflets
  • Clear FAQs
  • Info about data use and Wi-Fi


❤️ Supporting Vulnerable Customers

Video can help spot when customers need extra support.

But some may find it harder, including:

  • Older customers
  • Those with mobility or health issues

➡️ Important: Video must always be optional


⭐ Overall Feedback

Customers were positive about Video Repairs 👍

To make it work well, we need to:

  • Keep it simple
  • Give customers choice
  • Communicate clearly
  • Make sure no one is left out


A big thank you to all the customers who took part. Your feedback helps us improve and shape this service We are committed to listening, learning, and making sure our services work for our customers.


“When we listen to our customers, we build services that truly work for them.”