Survey update -repairs

We recognise that customers can’t currently report their repairs online.

Due to this, we’ve been looking at what we can do to make the reporting of non-urgent repairs easier and more accessible for all our customers.

We held a focus group to ask customers what they thought should be included in a new online repair reporting form.

You can see what customers told us, and what we’re doing with that feedback, in the progress tracker below.

Recommendation

LG comments

RAG

To include a text box so a customer can explain if they have any special circumstances.

We agree this would be included.

In progress

To include a reference number in a confirmation email that tallies with the job number.

We'll explore if we can include a reference number in the email.

To ensure customers can use translation applications to be able to understand the forms if English isn’t their first language.

Auto translation can be accessed via the accessibility and translation options at the top left of the page. Any page on the website can be translated by this tool.


We’re looking to make it clearer by adding wording alongside the icons.

In progress

To be able to complete a drop down for which room the repair is in.

We’ll look at whether this can be added to the form.

In progress

Repairs reported on the form should receive the same priority as repairs taken over the phone.

Absolutely, the repair will be raised within two working days.

In progress

The form should be accessible on all digital devices.

The form can be accessed on all platforms and any kind of digital device that can access the internet.

In progress