You said, we did

Housing - Repair delays

26 March 2018

What you said

A tenant complained about delays and communication issues regarding follow on works not being progressed in terms of a leak which had caused damp and mould in the property. The tenant’s email to the contractors remained unanswered.

What we did

A full investigation into the above occurred which identified that the work order for the leak was not rescheduled by the contractor which resulted in unnecessary delays. Upon completion of the repairs to the leak, an appointment was made for the treatment of the mould.

It was acknowledged that the email sent by the tenant was over looked and an apology provided.

How we expect our service to get better

The contractor’s Customer Care Officer now undertakes daily spot checks to ensure emails are being responded to within a 48 hour timeframe. All staff have been reminded to ensure follow on works are raised appropriately.