We're Fixing It!

we're fixing it 

We are making our Repairs Service better for you, our valued residents.

We were helped by TLF Research to run a Customer Satisfaction Survey for Repairs. In this, our customers were asked a number of questions about the quality of our Repairs Service. The results are given below. Percentage given is percentage of respondents who were satisfied.

 

Customer Satisfaction Index

  • December 2020: 85.2% - 143 customers interviewed
  • November 2020: 84.1% - 152 customers interviewed
  • October 2020: 80.9% - 125 customers interviewed
  • September 2020: 86.6% - 128 customers were interviewed
  • August 2020: 86.6% - 112 customers were interviewed
  • July 2020: 88.1% - 166 customers were interviewed
  • June 2020: 86.7% - 199 customers were interviewed
  • May 2020: 87.8% - 67 customers were interviewed.

Fix It With DIY Videos from Axis

There are some small home repairs that you may be able to do yourself. These "How To" videos will show you the right way.

Please be sure to follow them carefully and safely.

DIY Videos

How To: Change A Bayonet Light

An engineer from Axis shows you how to replace a blown bayonet lightbulb.

 How To Change A Bayonet Light.

Download a transcript of  How_To_Change_A_Bayonet_Light.pdf [pdf] 193KB

 

How To: Change The Battery In A Smoke Alarm

After a while, you will need to change the battery in your smoke alarm. This is very important for your safety, and the safety of anybody living with you. An Axis engineer shows you the correct way to do it.

 How To Change The Battery In A Smoke Alarm

Download a transcript of  How_To_Change_The_Battery_In_A_Smoke_Alarm.pdf [pdf] 197KB

 

How To: Test A Carbon Monoxide Alarm

This is another very important home safety measure. An Axis engineer guides you through the right way to do it.

 How To Test A Carbon Monoxide Alarm

Download a transcript of  How_To_Test_A_Carbon_Monoxide_Alarm.pdf [pdf] 189KB

 

How To: Bleed A Radiator

You might find that your radiator is hot halfway down, and cold at the top. An Axis engineer shows you how to put this right in this video.

 How To Bleed A Radiator

Download a transcript of  How_To_Bleed_A_Radiator.pdf [pdf] 191KB

 

How To: Test Your Heating Control

Sometimes you might switch your heating on, but your radiators stay cold. An Axis engineer shows you what you need to do.

 How To Test Your Heating Control

Download a transcript of  How_To_Test_Your_Heating_Control.pdf [pdf] 198KB

 

How To: Change A Fluorescent Light

In this video, an Axis engineer shows the way to change a fluorescent light.

 How To Change A Fluorescent Light

Download a transcript of  How_To_Change_A_Fluorescent_Light.pdf [pdf] 194KB

 

How To: Reset A Trip Switch

If a switch on your fuse board has tripped, you need to know what to do. Here, an Axis engineer shows you how to fix this problem.

 How To Reset A Trip Switch

Download a transcript of  How_To_Reset_A_Trip_Switch.pdf [pdf] 199KB

 

How To: Unblock A Sink

Sometimes you might find that water either empties from your sink slowly, or doesn't empty at all. An Axis engineer shows you what to do in this video.

 How To Unblock A Sink

Download a transcript of  How_To_Unblock_A_Sink.pdf [pdf] 192KB

 

How To: Replace A Toilet Seat

An Axis engineer shows you the correct way to replace your toilet seat if you ever need to do so.

 How To Replace A Toilet Seat

Download a transcript of  How_To_Replace_A_Toilet_Seat.pdf [pdf] 194KB

 

How To: Fit A Mortice Latch

Sometimes you will need to replace the mortice latch in one of your doors. In this video, an Axis engineer shows you how to correctly fit one.

 How To Fit A Mortice Latch

Download a transcript of  How_To_Fit_A_Mortice_Latch.pdf [pdf] 193KB

 

How To: Change The Lamp In A Sealed Bathroom Unit

In this video, an Axis engineer shows you the right way to change the lamp in your sealed bathroom unit.

 How To Change The Lamp In A Sealed Bathroom Unit

Download a transcript of  How_To_Change_The_Lamp_In_A_Sealed_Bathroom_Unit.pdf [pdf] 197KB

test

Number Of Times Residents Had To Call About Their Repair

December 2020

Out of 143 Residents:

  • 72 (50.3%) had to call once
  • 15 (10.5%) had to call twice
  • 18 (12.6) had to call 3 times
  • 4 (2.8%) had to call 4 times
  • 1 (0.7%) had to call 5 times
  • 6 (4.2%) had to call 6 or more times
  • 4 (2.8%) don't know or can't remember how many times they had to call.

November 2020

Out of 152 residents:

  • 83 (54.6%) had to call once
  • 32 (21%) had to call twice
  • 7 (4.6%) had to call 3 times
  • 10 (6.6%) had to call 4 times
  • 2 (1.3%) had to call 5 times
  • 10 (6.6%) had to call 6 or more times
  • 8 (5.3%) don't know or can't remember how many times they had to call.

 

October 2020

Out of 125 residents

  • 52 (41.6%) had to call once
  • 22 (17.6%) had to call twice
  • 3 (2.4%) had to call 3 times
  • 2 (1.6%) had to call 4 times
  • 2 (1.6%) had to call 5 times
  • 3 (2.4%) had to call 6 or more times
  • 6 (4.8%) don't know or can't remember how many times they had to call.

 

September 2020

Out of 128 residents

  • 65 (50.8%) had to call once
  • 21 (16.4%) had to call twice
  • 17 (13.3%) had to call 3 times
  • 6 (4.7%) had to call 4 times
  • 1 (0.8%) had to call 5 times
  • 7 (5.5%) had to call 6 or more times
  • 11 (8.6%) don't know or can't remember how many times they had to call.

 

August 2020

Out of 112 residents:

  • 68 (60.7%) had to call once
  • 8 (7.1%) had to call twice
  • 5 (4.5%) had to call 3 times
  • 10 (8.9%) had to call 4 times
  • 3 (2.7%) had to call 5 times
  • 7 (6.3%) had to call 6 or more times
  • 11 (9.8%) don't know or can't remember how many times they had to call.

 

July 2020

Out of 166 residents:

  • 88 (53.0%) had to call once
  • 30 (18.1%) had to call twice
  • 19 (11.4%) had to call 3 times
  • 9 (5.4%) had to call 4 times
  • 4 (2.4%)had to call 5 times
  • 6 (3.6%) had to call 6 or more times
  • 10 (6.0%) don't know or can't remember how many times they had to call.

 

June 2020

Out of 199 residents:

  • 109 (54.8%) had to call once
  • 34 (17.1%) had to call twice
  • 15 (7.5%) had to call 3 times
  • 9 (4.5%) had to call 4 times
  • 8 (4.0%) had to call 5 times
  • 15 (7.5%) had to call 6 or more times
  • 9 (4.5%) don't know or can't remember how many times they had to call.

 

May 2020

Out of 67 residents:

  • 35 (52.2%) had to call once
  • 10 (14.9%) had to call twice
  • 3 (4.5%) had to call 3 times
  • 9 (13.4%) had to call 4 times
  • Nobody had to call 5 times
  • 5 (7.5%) had to call 6 or more times
  • 5 (7.5%) don't know or can't remember how many times they had to call.

Customer Service Index Tracking

December 2020

Out of 143 residents:

122 (85.2%) were satisfied with the repairs service

November 2020

Out of 152 residents:

  • 128 (84.1%) were satisfied with the repairs service

October 2020

Out of 125 residents:

  • 101 (80.9%) were satisfied with the repairs service

September 2020

Out of 128 residents:

  • 110 (86%) were satisfied with the repairs service

August 2020

Out of 112 residents:

  • 99 (86.6%) were satisfied with the repairs service.

July 2020

Out of 166 residents:

  • 146 (88.1%) were satisfied with the repairs service.

June 2020

Out of 199 residents:

  • 173 (86.7%) were satisfied with the repairs service.

May 2020

Out of 67 residents:

  • 59 (87.8%) were satisfied with the repairs service.

The Spread Of Scores That Make Up The Average

Residents were asked to score the ten most important elements when reporting their repair.

Scoring is from 1 to 10, where 10 is excellent.

 

Ease Of Reporting Repairs

  • 9% gave a score from 1 to 5 points
  • 23% gave a score from 6 to 8 points
  • 66% gave a score from 9 to 10 points.


Professionalism Of Contact Centre Staff

  • 9.8% gave a score from 1 to 5 points
  • 18.9% gave a score from 6 to 8 points
  • 70.6% gave a score from 9 to 10 points.

 

Availability Of Appointments

  • 15.4% gave a score from 1 to 5 points
  • 28% gave a score from 6 to 8 points
  • 53.8% gave a score from 9 to 10 points.

 

Keeping Appointments / Turning Up On Time

  • 16.1% gave a score from 1 to 5 points
  • 20% gave a score from 6 to 8 points
  • 62% gave a score from 9 to 10 points.

 

Being Kept Updated

  • 21% gave a score from 1 to 5 points
  • 19.6% gave a score from 6 to 8 points
  • 49% gave a score from 9 to 10 points.

 

Time Taken To Start The Work

  • 15.4% gave a score from 1 to 5 points
  • 23.8% gave a score from 6 to 8 points
  • 58.7% gave a score from 9 to 10 points.

 

Professionalism Of Repairs Operative

  • 7.7% gave a score from 1 to 5 points
  • 9.8% gave a score from 6 to 8 points
  • 81% gave a score from 9 to 10 points.

 


Explanation Of The Work

  • 7% gave a score from 1 to 5 points
  • 17.5% gave a score from 6 to 8 points
  • 68.5% gave a score from 9 to 10 points.

 


Time Taken To Complete The Work

  • 7.7% gave a score from 1 to 5 points
  • 16% gave a score from 6 to 8 points
  • 74% gave a score from 9 to 10 points.

 


Quality Of Repairs / Work

  • 12.6% gave a score from 1 to 5 points
  • 16.8% gave a score from 6 to 8 points
  • 68.5% gave a score from 9 to 10 points.

Where Do Customers Give Low Satisfaction Scores?

Visual chart of Where Do Customers Give Low Satisfaction Scores?

The graph in this infographic shows where the lowest satisfaction scores were given for customer experience when reporting a repair.

The scores given below give a guide to what is shown in the graph.

 

Being Kept Updated:

23% of residents gave the following scores:

  • 8.5% gave 1 point,
  • 2% gave 2 points,
  • 2% gave 3 points,
  • 2.6% gave 4 points,
  • 7.9% gave 5 points.


Availability Of Appointments

25% of residents gave the following scores:

  • 6.6% gave 1 point,
  • 3.3% gave 2 points,
  • 2% gave 3 points,
  • 4.6% gave 4 points,
  • 8.6% gave 5 points.


Time Taken To Start The Work

10.5% of residents gave the following scores:

  • 4.6% gave 1 point,
  • 3.3% gave 2 points,
  • Nobody gave 3 points,
  • 0.7% gave 4 points,
  • 2% gave 5 points.


Professionalism Of Contact Centre Staff

10.5% of residents gave the following scores:

  • 3.3% gave 1 point,
  • 1.3% gave 2 points,
  • Nobody gave 3 points,
  • 0.66% gave 4 points,
  • 5.3% gave 5 points.


Keeping Appointments / Turning Up On Time

17.1% of residents gave the following scores:

  • 3.9% gave 1 point,
  • 4.6% gave 2 points,
  • 0.66% gave 3 points,
  • 2.6% gave 4 points,
  • 5.3% gave 5 points.


Quality Of Repairs Work

9.2% of residents gave the following scores:

  • 4.6% gave 1 point,
  • 1.3% gave 2 points,
  • Nobody gave 3 points,
  • 0.66% gave 4 points,
  • 3.3% gave 5 points.


Time Taken To Complete The Work

7.9% of residents gave the following scores:

  • 2% gave 1 point,
  • 0.66% gave 2 points,
  • 0.66% gave 3 points,
  • 0.66% gave 4 points,
  • 3.9% gave 5 points.


Explanation Of The Work

11% of residents gave the following scores:

  • 3.3% gave 1 point,
  • Nobody gave 2 points,
  • Nobody gave 3 points,
  • 2.6% gave 4 points,
  • 5.3% gave 5 points.


Ease Of Reporting Repairs

11.8% of residents gave the following scores:

  • 2% gave 1 point,
  • 0.66% gave 2 points,
  • 2% gave 3 points,
  • Nobody gave 4 points,
  • 7.2% gave 5 points.


Professionalism Of Repairs Operative

7.9% of residents gave the following scores:

  • 2% gave 1 point,
  • Nobody gave 2 points,
  • Nobody gave 3 points,
  • 0.66% gave 4 points,
  • 5.3% gave 5 points.