We’re introducing a new repairs system to help us provide a more efficient and reliable service for customers.
The new system, due to launch this summer, means that for the first time, you’ll be able to book a repair without having to speak to a customer contact centre agent.
Once the repair is logged, it will automatically assign the right operative for the job, provide updates on their location and enable repairs service history and your preferences to be accessed in real-time. This will free up the repairs team to carry out more appointments and improve your experience.
Customers will be involved at each stage of the design process and will test the new system to make sure it is easy to use.
For routine repairs, you’ll be able to:
book an appointment on your preferred date
cancel or rearrange your appointment
receive updates on the estimated time of arrival of your repairs operative
track the progress of your repair
review and rate the repair service you received.
We’ve partnered with technology provider Totalmobile, and technical experts, Manifest Software Solutions, to develop the new online repairs system. It will mean that your repair requests will be received and managed on one system, rather than information being held in different places.
Jo Evans, A2Dominion’s Director of Repairs & Maintenance, said: “We’re excited to partner with Totalmobile and Manifest Software Solutions to work with our customers to develop and launch our new repairs system.
“Our top priority is providing a better repairs service for you. One of our key challenges is that we currently hold data across multiple platforms – this creates inefficiencies in the way we work and impacts the service we give to customers.
“The introduction of the new technology is a critical step in our journey as it means everything will be held in one place. The new system will speed up our repairs process and give you reassurance that we’re dealing with your repair requests effectively.
“We want customers to be part of our repairs improvement journey, and we’ll continue to keep you updated as we roll out the new system in stages next year. Your feedback and our own data will be used to continuously review and improve the service.”
Improving customer experience
We’ve listened to your feedback, and you told us that you would like better join up working between our contractors and easily accessible information about your repair. You’ve also asked for less waiting time and uncertainty when follow-up appointments are required.
Key benefits/improvements
Last year, we received 150,000 repair requests and this new service will offer a raft of benefits including:
intelligently allocate tasks - ensuring the correct operatives are at the right job, with the flexibility to manage changes quickly
improved schedule and route - making planning efficient routes easier and reducing wasted time on the road
Provide instant access to repair details via handheld devices - helping our operatives tackle issues effectively and book follow-up appointments instantly
better manage your experience through My Account. This will allow you to conveniently book appointments, receive updates, and track your repairs in real-time. We have 17,000 customers currently registered, which represents around a third of our customer base.
Our repairs improvement journey
We last updated you on our repairs improvement plan in July when we explained our first Director of Repairs and Maintenance, Jo Evans, had been appointed. Her priority has been to deliver changes to improve your experience.
Next update
We’ll provide another update in the spring and let you know when the new repairs system will be available. We anticipate it will be Summer 2025.
Signing up for My Account is easy
My Account enables you to manage your rent, repairs, complaints and details in one place. You can access it 24 hours a day, seven days a week.
