Repairs By Appointment

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Presentation transcript:

Repairs By Appointment Grant Ager Chief Executive Fairfield Housing Co-operative Ltd, Perth

What is the Charter all about? Improved service delivery? Regulatory requirement? More paperwork? Better for tenants? Where did it come from? Can we use it to our advantage?

Define our industry Do we have customers? Do we provide services? Do we have a product? Do we assume too much? Do we learn from other sectors? Do we have the right Partners? Do we have the right technology?

Fairfield Experience Repairs appointments were not used, AM/PM was the norm Standard repair times were too long at 7 working days Contractors would wait until 7th day to carry out repair on most occasions High level of abortive calls Was this good customer service or to suit the contractors?

Fairfield Experience Introducing change to contractor mind-set We met and discussed with contractors how to deliver a mutually beneficial repair service with narrower appointment windows We consulted with our tenant group via telephone, Twitter, Facebook and a web survey 100% response in favour of change

Fairfield today Tenants offered three hour window when repair will be carried out on both Standard & Urgent repairs Staff have access to contractor availability via shared calendars Communication is crucial and tenants are reminded of their appointment via text, email or appointment card

Outcomes High levels of tenant satisfaction Contractors have said appointments are more efficient and minimise abortive calls to almost 0% Reduced overall cost Exceeds the Charter outcome What can we do next?