6/20
  • Pages
  • Editions
01 Cover
02 Contents
03 New development
04 Housing with care
05 Exclusive events for members
06 Repairs service update update
07 Out-of-hours emergency calls
08 Who pays for the repair?
09 Update your details
10 Your repair appointment
11 A load of rubbish!
12 Adapting your home
13 It was HOT, HOT, HOT at the HOP!
14 Happy 40th, York Place!
15 Opinion: the enviroment impact of cigarettes
16 Dates for your diary
17 A sizzling summer!
18 Gardening Competition winners
19 In the garden
20 Autumn wordsearch competition

Repairs service update

In July our Chief Executive Michael Newey wrote to all tenants, highlighting the challenges we currently face with our repairs service.

We continue to work through rescheduling appointments and organising our Repairs team’s diaries to maximise efficiencies and improve our repairs service to you.

While we do this, we will still have to cancel appointments and we may not be able to organise a new slot for you immediately. We understand this may be frustrating and we apologise for any inconvenience caused.

Missed appointments

Some tenants queried Michael’s reference about Broadland’s right to recharge tenants for missed appointments. We know the majority of our tenants are at home as arranged for their appointments, and also that sometimes you might have to cancel at short notice. However, we wanted to highlight that missed appointments are one of the costs and challenges which impact on our Repairs service.

We also acknowledge there have been incidents where we’ve failed to inform you when we have not been able to attend your home as planned. We are sorry if this has happened to you in the past, and we are working hard to improve our communication with tenants.

Local Delivery Team changes

In August, we made some changes to our Local Delivery Teams, to help us continue to improve our services to tenants. Just enter your postcode on our website to find the contact details of your neighbourhood team.

Out-of-hours phone service

From 1 October, Norse Commercial Services Ltd is our new emergency phone service provider. Norse is a local company that we have previously worked with, and they are committed to delivering excellent service. If you need to report an emergency repair outside of office hours, you will not need to do anything different.