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.
How To: Change A Bayonet LightAn engineer from Axis shows you how to replace a blown bayonet lightbulb. |
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Download a transcript of How_To_Change_A_Bayonet_Light.pdf [pdf] 193KB
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How To: Change The Battery In A Smoke AlarmAfter 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. |
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Download a transcript of How_To_Change_The_Battery_In_A_Smoke_Alarm.pdf [pdf] 197KB
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How To: Test A Carbon Monoxide AlarmThis is another very important home safety measure. An Axis engineer guides you through the right way to do it. |
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Download a transcript of How_To_Test_A_Carbon_Monoxide_Alarm.pdf [pdf] 189KB
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How To: Bleed A RadiatorYou 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. |
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Download a transcript of How_To_Bleed_A_Radiator.pdf [pdf] 191KB
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How To: Test Your Heating ControlSometimes you might switch your heating on, but your radiators stay cold. An Axis engineer shows you what you need to do. |
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Download a transcript of How_To_Test_Your_Heating_Control.pdf [pdf] 198KB
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How To: Change A Fluorescent LightIn this video, an Axis engineer shows the way to change a fluorescent light. |
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Download a transcript of How_To_Change_A_Fluorescent_Light.pdf [pdf] 194KB
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How To: Reset A Trip SwitchIf 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. |
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Download a transcript of How_To_Reset_A_Trip_Switch.pdf [pdf] 199KB
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How To: Unblock A SinkSometimes 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. |
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Download a transcript of How_To_Unblock_A_Sink.pdf [pdf] 192KB
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How To: Replace A Toilet SeatAn Axis engineer shows you the correct way to replace your toilet seat if you ever need to do so. |
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Download a transcript of How_To_Replace_A_Toilet_Seat.pdf [pdf] 194KB
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How To: Fit A Mortice LatchSometimes 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. |
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Download a transcript of How_To_Fit_A_Mortice_Latch.pdf [pdf] 193KB
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How To: Change The Lamp In A Sealed Bathroom UnitIn this video, an Axis engineer shows you the right way to change the lamp in your sealed bathroom unit. |
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Download a transcript of How_To_Change_The_Lamp_In_A_Sealed_Bathroom_Unit.pdf [pdf] 197KB |
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?
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.