Improvements to the repairs service

The new Repairs Service Improvement Programme for Mole Valley Housing Association was launched in January and will continue until December.

Now, from July 6th there will be further changes including:

A new repairs team, bringing together the people who answer the phone to residents’ calls, our own Direct Labour Organisation and the Mears responsive repairs who act as our contractors. This new team will carry out all the responsive repairs and repairs to empty properties. Mears will continue to carry out planned maintenance as a valued contracting partner.

In total there will be thirty staff in the new team and a Repairs Team Manager.

What this means for you, the residents, is a streamlined, faster process when you want repairs carried out. It will be much easier to make appointments and you’ll be able to do so straight away, without us having to call you back.

After July, as a pilot exercise and consultation with residents, we will be offering appointments outside office hours, e.g. Saturday morning and Wednesday evenings, to make it easier for residents who work office hours.

We have also set up a new residents’ working group, the Repairs Service Improvement Group, to help shape the repair service, set standards and monitor performance. Anyone who wants to know more about the programme or be part of our consultation group you would be very welcome – please contact Sue Hutton on 01306 505 567.

Last modified 13/08/09