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We’re working to make repairs faster and easier, and we’d love your help.
What are video repairs?
Video repairs allow a repairs team member or engineer to see the problem using a video call on your phone. This helps us understand the issue quicker and get the repair right the first time.
What’s Happened So Far
In February 2025, we introduced video calls for repairs after a successful trial.
During the trial:
190 calls were handled by our repairs team
225 repairs were raised
Video calls helped us plan repairs better and avoid delays
Most customers said the service was quick, simple and helpful
Customers also helped us spot areas to improve, including:
Issues for some Android users
The need for better staff availability
Improving booking information
Our focus group is now full — thank you to everyone who registered and showed interest.
Help Us Test Video Repairs
We’re working to make repairs faster and easier, and we’d love your help.
What are video repairs?
Video repairs allow a repairs team member or engineer to see the problem using a video call on your phone. This helps us understand the issue quicker and get the repair right the first time.
What’s Happened So Far
In February 2025, we introduced video calls for repairs after a successful trial.
During the trial:
190 calls were handled by our repairs team
225 repairs were raised
Video calls helped us plan repairs better and avoid delays
Most customers said the service was quick, simple and helpful
Customers also helped us spot areas to improve, including:
Issues for some Android users
The need for better staff availability
Improving booking information
Our focus group is now full — thank you to everyone who registered and showed interest.
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.
