Improvements to repairs service continue with the launch of real-time tracking service

We’re taking a big step forward to improving our repairs service by introducing a new live-tracking system for customers.
We're launching a real-time tracking system for repairs
The new system, which launches soon, will mean our customers are kept better informed about their repairs. They’ll be able to view their repair status updates online and get a text reminder the day before the appointment and at each stage of the repair.

Customers will also be able to contact their repairs operative directly and track their progress on a map in real-time. Feedback will be requested at the time of the repair being completed to help improve and shape the service.

Listening to customers

Having listened to customers’ feedback, we’ve put in place an improvement plan, developed to improve the quality and speed of the repairs service.

The upcoming launch of our new live-tracking system is one of many changes being made. It follows the appointment Mears as our new repairs contractor in October 2023.

Other improvements include better diagnosis and categorisation of a repair when a customer first contacts us, new timescales for completing repairs and greater emphasis on on-going maintenance works to reduce the number of customer repairs requests over time.

Investing in the repairs service

We’re also expanding our team with new permanent roles to help with increased demand for housing repairs. The Pyramid Plus repairs service workforce will increase by more than a third, reducing future appointment wait times.

The Group has also created three new leadership roles. This includes the appointment of Jo Evans as Director of Repairs and Maintenance in January 2024. Her priority is delivering the changes to our repairs and maintenance service to improve customers’ experience.

Jo said: “Every customer has a right to feel safe and secure in their home. Working with Mears, our new repairs contractor, we will be focusing on delivering a more flexible, proactive and responsive service.

“As part our improvement plan, the new live tracking system and expansion of our dedicated repairs team is a huge step forward and part of our commitment to improving services based on customer feedback.

“One of the most significant investments has been in our workforce. This year we’re recruiting for new roles within our repairs team, this means we are now better placed to respond quickly and more efficiently to customer requests.”

Visit our website for more information on our new repairs service.