Update on our repairs improvement plan

Your home

We launched our repairs improvement plan in October last year and since then we have been making changes to our service.

Pyramid Plus woman carrying out a repair

We last updated you on our progress in March when we launched our live-tracking service.

Hundreds of you have started to use the new system, which enables you to get appointment reminders and track the progress of your operative on a map.

We also let you know that we’d appointed Jo Evans as our first Director of Repairs & Maintenance. Her priority is delivering the changes to the service to improve your experience.

Since her appointment in January, Jo has expanded the team adding 3 new permanent leadership roles. They will drive the changes and manage increased demand for housing repairs.

The new team is:

  • Hillary Howie, Head of Repairs. Hillary manages the joint venture partnership between our repairs contractor Mears and Pyramid Plus.
  • Tanya Reddick, Head of Project Delivery. Tanya manages surveying and inspection of homes and repairs and is responsible for damp and mould.
  • Leon Graham, Head of Estates and Empty Homes. Leon manages the contracts for communal cleaning and grounds maintenance on our estates. He also manages properties when customers leave them and ensures they are ready for new customers.

We’ve also brought the Customer Contact Centre and the Repairs Team together in the office to work more closely and resolve issues faster.

Jo Evans, Director of Repairs and Maintenance at A2Dominion, said: “Every customer has a right to feel safe and secure in their home. We’ve listened to what you’ve told us and making changes to our repairs service has been our priority. We know you want better quality repairs and improved communication.

“You also told us you want us to fix your repairs on our first visit. We’ve changed how we diagnose and categorise your repair when you report it. This has enabled us to fix 72% of our repairs first time, which is a positive step forward.

“While we have been making improvements, we know there is still more to do. You’ll see more changes in how we deliver our repairs service over the coming months. We’ll continue to keep you updated on our progress.”

Your feedback helps us to improve

We really value your feedback to help improve our repairs service.

Our live feedback survey, which we launched in January, gives you the opportunity to share your experience of your recent repair via SMS. We encourage you to complete the survey when you receive it and give us your honest feedback. Our team will call you back to discuss if you’re not happy.

You can also give us feedback through our Live Chat service, online via My Account or call our Customer Contact Centre on 0800 432 0077.

What’s next?

We’ll continue to provide you with updates on our progress over the coming months through our customer newsletter and on our website.

In line with the plan, we’ve put the following actions in place:

  • Ensuring our repairs vans are better stocked with the most frequently needed and seasonal parts. This means we can complete your repair more quickly as our operatives don’t need to source parts as often from suppliers.
  • Adding more qualified surveyors to our team to assess complex repairs and carry out inspections to ensure the quality of the work completed.
  • Enhanced training for our repairs teams, including customer experience training to improve our communication with you.
  • Launching our minor works team who will look at complex repairs, where more technical or specific advice is needed. In line with our responsive repairs policy, we’ll carry out these repairs in 90 days.

You can find out more about our repairs process, including how to request a repair, on our help pages.