Repairs Satisfaction Survey

In August 2009 we conducted a Repairs Satisfaction Survey; with questionnaires posted to tenants who received a repair to their homes in May or June 2009.

• 91% said they were satisfied with the repairs service as a whole
• Most (82%) of tenants reported their repair on the phone (OneCALL). The majority (92%) were satisfied with the service they received when they reported the repair.
• 57% said a tradesperson called them before visiting their home, to discuss the job and agree a suitable time to visit. 86% were satisfied with how long after they reported their repair someone came to do the work.
• A range of specialist trades covered the repairs and maintenance work; most commonly plumbers (24%), electricians (20%) and joiners (16%). Just over a quarter of the jobs were emergencies.
• 83% said their repair was completed correctly on the first visit. 92% were satisfied with how long it took to complete the job and with the quality of the repair. 96% were satisfied with the attitude of the person who did the work and that they kept dust and dirt to a minimum.