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

2. 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?

3. 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?

4. 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?

5. 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

6. 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, or appointment card

7. 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?