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Digital Repairs Satisfaction Survey

Posted: February 14, 2023

In July 2022, we launched our new digital repairs satisfaction survey

If we have a mobile number or email address for you, we’ll now send out a short feedback survey after a repair has been completed. We’ve had a great response already and the feed back you’ve provided is very helpful in showing us how our customer service and maintenance staff have performed and what areas of our service need improved.

  • 300 compliments were received about the performance of our customer service advisors and maintenance staff
  • 96% of respondents were satisfied with the overall repairs service from Hillcrest Maintenance
  • 94% of tenants who reported a repair by phone were satisfied with our customer service
  • 97% were very satisfied with the quality of work carried out
  • 94% found it easy to report a repair

You’ve also given us your thoughts on some areas that we can improve on:

  • Ensure external contractors complete works within the target timescales so you don’t have to chase up repairs
  • Maintenance staff should offer to wear shoe covers when coming into your home
  • Increase the repair options on the MyHillcrest App
  • Let you know if a tradesperson is running late and will not meet the repairs appointment timescale