Customer Service Update
Posted: October 21, 2025
Digital Repairs Satisfaction Survey – Thank You!
A big thank you to everyone who took the time to complete the Repairs Feedback Surveys following your recent repair. Between 1 April and 30 June 2025, we received an impressive 926 responses for Hillcrest Maintenance – a 26% return rate. Your feedback helps us understand where we’re doing well and where we can improve.
What You Told Us
Hillcrest Maintenance Repairs
- 97% of tenants said they were either very satisfied or satisfied with the overall repairs service and the quality of work.
- 96% were very satisfied or satisfied with the customer service advisor they spoke to when reporting the repair.
External Contractors
- Satisfaction with external contractors has improved significantly:
- 100% satisfaction with both the overall repairs service and the quality of work.
- These results are based on 18 returned surveys.
- We’re continuing to monitor performance, especially around completing repairs within the 10 working day timescale.
Compliments Corner
Your kind words mean a lot to our team and support our staff Reward and Recognition scheme. Here are just a few of the lovely things you’ve said:
Please keep the compliments coming – they really do make a difference!
Customer Service Team Achievements
Here’s what our Customer Service Team achieved from 1 April to 30 June 2025:
- Total calls answered: 17,277
- Housing/general enquiries: 9,376
- Repair-related calls: 7,901
- Average time to answer:
- Housing/general enquiries: 11 seconds
- Repairs: 26 seconds
- MyHillcrest App:
- Repair appointments booked: 609
- Registered users: 3,419
How to Contact Us
You can reach your Customer Service Team via:
- MyHillcrest App
- Email: customerservice@hillcrest.org.uk
- Phone: 0300 123 2640 (Option 2)
- Repairs Email: repair@hillcrest.org.uk
Reminder: Our Customer Service Team holds a monthly meeting on the last Thursday of each month at 2pm. During this time, we are unavailable to take calls – but repairs are not affected.