Repairs and Maintenance Q&A – what happens next?

Published 10 September 2021

On Wednesday we hosted our first-ever live Q&A over on Facebook, encouraging our followers to ask us anything about repairs and maintenance, with the aim of improving the service that we deliver to you, our tenants.

Colleagues from South Liverpool Homes’ assets team were joined by representatives from Avela Home Service, who were on hand to ensure we could get to the heart of your issues.  

We had a fantastic level of engagement throughout the hour-long Q&A, with tenants asking questions on a wide range of repairs issues, ranging from everyday repairs to larger planned improvements.

Your repairs issues help us improve our processes

Tenants used the Q&A to raise their individual repairs and maintenance issues, and each tenant’s case has been followed up by South Liverpool Homes or Avela Home Service. While we’re sorry to hear about some of the negative experiences you have had, your insights are invaluable for us, revealing common threads that we can reflect and improve upon.

Communication issues

A number of tenants’ issues were as a result of communication breakdowns between them, SLH and Avela Home Service. This is a key area that we know we need to improve upon and help drive up overall satisfaction. We will use these cases to learn when and how communication broke down so that we can improve in the future.

Information about our planned improvement programmes

A number of customers wanted to understand more about how our planned improvement programmes work, with questions such as ‘how do I find out how old my bathroom is’, or ‘how often are boilers replaced’. We know that we need to do more to give customers easy access to information about when their kitchens, bathrooms, boilers and other items are due for replacement, and we’re looking at ways of making this information more accessible.

For more information about our planned improvement programmes click here.

Information about day-to-day repairs

Some customers were unsure about how to report everyday repairs and how these repairs are assessed and classified. Tenants can report repairs on the phone by calling 0330 303 3000 and choosing option 1 or online using mySLH, our online tenancy management portal.

Whichever way you choose, we will look at your repair and decide if it’s a routine or emergency repair.

For more information about how our repairs service works, who carries out our repairs, response times and more, click here.

Thank you

Finally, we would like to thank everyone who engaged with us on the Q&A. Hearing about your issues first-hand is the only way we can improve what we do and we hope to host further Q&A sessions soon, on the issues that we know are important to you.

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