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Thank you for taking part

Thank you for taking part

Residents give input on updating our repairs service

In May this year we asked residents to give their feedback on updates to our repairs service. These updates were suggested as part of new contract preparations, to be included in the repairs contract tender in 2019.

205 residents took part in the survey and we had the most responses from Colchester, Havering, Southend and Thurrock.  87% of responders were General Needs tenants.

We asked which option you prefer for repairs appointments:

  • Anytime start time from 08:00 to 18:00
  • Half day start time between 08:00-12:00 or 12:00-18:00
  • Combination of anytime, half day and hourly start times.

Graph showing findings

We also asked whether you agreed that we should remove the urgent repairs category. The impact of this over all would mean an improved service delivered to all residents over the period of the contract.

Residents were asked to rate out of 10 whether or not they agreed with removing the urgent repairs category, 1 being disagree and 10 being agree. We also asked you to rate overall whether or not you agreed with the change in appointment start times, and updating the repairs categories.

Graph showing findings

The average score for both of these questions was 8.4 showing that the majority of residents agreed with these proposals.

Finally, we asked you how important it was to you to have high quality repairs, to be informed of delays, and for staff and contractors to keep to promises. All who responded rated these areas highly. We will be including in the contract that Estuary will ask the contractor to prove the following:

  • Workmanship: Have the ability to deliver quality work/have a highly skilled work force
  • Communication: The contractor has an effective system in place that keeps residents informed of delays.
  • Building residents’ confidence in the repairs service: Say what we mean and do what we say.  

We are always asking residents to provide feedback on areas of our services. You can see what consultations we are currently running by clicking here https://estuary.co.uk/consultations . Why not earn points for completing surveys? We have an online feedback group called My Digital Voice https://estuary.co.uk/my-digital-voice that we contact regularly to complete short surveys. Each survey is worth 10 points and once you have reached 100 points you are entitled to a £10 shopping voucher. Email involvement@estuary.co.uk if you would like to join this group.