Our new repairs and maintenance contract

Our new repairs and maintenance contract officially started on 4 April 2022.

Morgan Sindall Property Services is now responsible for delivering all repairs and maintenance services to our properties, works to empty properties and the operation of our out-of-hours call centre. 

Working together to providing a better service for our customers

Our repairs service is one of the most vital services we provide for our customers. Through monitoring, targets, satisfaction surveys and regular reviews, we’re working closely with Morgan Sindall Property Services to make sure we get it right.  

Reporting a repair remains the same

Customers can continue to report repairs in the usual ways:

Our Customer Service Centre team are available between 8am and 5pm, Monday to Friday. All calls outside of these hours will be taken by our out-of-hours team who will attend to emergency repairs and log non-urgent repairs.

If your repair is an emergency, the best way to report it is by calling us on 0300 323 0011.

Keeping customers updated

Morgan Sindall Property Services will provide enhanced communication to make sure customers are kept in the loop at every stage of their repair. This will include enabling customers to track their engineers when en-route via SMS text messaging and receiving regular update at 72 hours, 48 hours and 24 hours before your repair appointment.

A service shaped by customers

Listening to and acting on customer feedback is a critical element of our new service. We will be working with customers to design how this will work and to ensure that we are:

The introduction of a new customer feedback tool will help us to measure satisfaction with our service at various points including when a customer has spoken to one of our customer service advisors, when a repair job has been completed and where further works maybe required. This will give us a broader view of our service and identify any areas that we can improve on.

Added value for our customers and communities

Together with Moat Foundation, Morgan Sindall Property Services have developed a social value plan that will provide training, employment, and wellbeing benefits to our customers and communities for the duration of the contract. This will include:

A programme of events will be tailored for our communities and will be promoted locally to bring these opportunities to as many customers as possible.