Changes to Repair Services
BCHG is committed in providing a high quality repairs service to our residents. For the last 7 years your repairs have been carried out by our contractor, Wrekin Housing Trust. However we now feel the time is right to bring repairs in-house under our direct control because we believe that we can improve this essential service to you.
In 2017 we restructured our frontline housing and property repair team services creating a single point of contact through a dedicated Customer Relations Managers responsible for a locality. Our new way of working and adding an in-house repairs service will provide our customers with an all round seamless service.
There are a number of other reasons why we think this is a great way forward:
- In 2016 the Government applied a 1% rent reduction that had a significant impact on our income, so we needed to consider more efficient ways of working, but without affecting the quality of service to our Residents. We believe that bringing repairs in-house will help improve the service we deliver on repairs.
- By directly delivering services we have more control and accountability to our residents.
- It is less confusing, as some residents have wondered who their landlord is. In-house repairs will see BCHG Homeforce branded vans that will give that extra trust and reassurance that your landlord is providing this essential service.
- Our offer to you will be strengthened, we are looking to invest in new technologies to help to improve the customer experience, and we are also reviewing our materials supplier to increase our ability to get the job done on the first visit.
By doing more in-house we believe we can improve our customer satisfaction rating to at least 90%.
Your opportunity to get involved
We have already set up a Residents Repairs Forum Group made up of 5 residents. We want our residents to help shape the service and tell us what is important to them. If you are interested in joining this and would like further detail please contact Paramjeet.Singh@bchg.co.uk.
If coming to meetings is not your thing then we would still love to hear from you. You can contact us through all the normal channels and online and we can keep you up to date as well.
When will changes take place?
The changes will take place from April 2019. We will be sending letters to all residents and providing more detail on what is happening and when we will make changes that affect you. More importantly we will let you have all the information on how you can access our new repair service in plenty of time before it goes live.