What we did

Some customers disagreed that the policy contains clear repairs timescales.

The policy does give timescales and multiple examples. However, for the number of repairs we do and the need to prioritise repairs for customers with vulnerabilities or disabilities, it is not possible to be explicit on all repairs and their priorities. In the survey a customer suggested a service improvement of being able to manage and book appointments online. This is something we have been looking at for some time and is due to be implemented in December 2024.

The policy was presented to the Operational Committee in December 2024 and the report is available to view in the Document section.

The minutes will be made available once they have been approved.