Last year we invited residents to give us feedback on our repairs and maintenance service, as part of the tendering process to appoint new contractors.
We arranged a series of focus groups – made up of volunteers from across Peabody’s estates – and invited them to suggest key areas where we could improve the service. We then asked you to complete a questionnaire to help us evaluate their ideas. The questionnaire listed 10 suggested improvements to the repairs service and we asked you to rate their importance on a scale of 1 to 10.
High on the agenda was being able to arrange repairs on a specific and convenient day and date, rated at the top end of the scale by 68%. Other parts of the survey focussed on the size of appointment slots and Peabody’s follow-up checks on customer satisfaction. 76% of those who responded said they would prefer to be given a two-hour appointment slot.
We used the findings from the survey to develop the tender specification for the new responsive repairs contract, which is due to come into effect in late April or May. We’ll continue to involve residents to make sure we see real improvements in our service. We will be announcing the appointment of our new contractor in March and residents will be involved in monitoring their performance.
You can read more about the priorities and concerns raised through the survey in our summary report (Word, 90KB).
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