Repairing your home
To carry out high quality repairs as soon as
possible to keep you happy and safe and in as few visits as
possible
Our commitment:
When you report a repair
- We will make it easy for you to report repairs by having
various methods available, including phone, e-mail, internet,
offices and via Somer staff.
- We will regularly advertise how repairs can be reported.
- When you report a repair to us we will issue you with a
‘unique’ repair order number.
- If you contact our out of hours service to report an emergency
repair you will be given an estimated time of arrival for the
trades person from the telephone operator.
When we carry out a repair
- We will arrange a convenient appointment with you when our
trade staff will visit to complete your repair.
- We will aim to complete your repair in full on the first visit
to your property.
- If a second visit is required we will explain to you the
reasons for this.
- We will respond quickly to any emergency repair requests
Our Tradesmen and Contractors
- All of our trade staff and subcontractors working on our behalf
will have attended ‘code of conduct’ training.
- Our trade staff will always show identification when calling at
your property.
- They will leave your property clean and tidy and will treat
both you and your home with respect whilst with you.
- We aim to carry out any additional simple repairs that you draw
to our attention whilst we are with you.
- Safety is of the utmost importance and we will ensure that we
carry out all repairs using safe working practices.
- We will leave a satisfaction monitoring card for you to
complete.
Quality of Repairs
- We will ensure that we carry out repairs using the right, high
quality materials.
- We will endeavour to match existing finishes where
possible.
- We will endeavour to complete all repairs.
- We will carry out an annual check of all your gas, LPG and
solid fuel appliances.
Charging for Repairs
- If we have to charge you for any repairs, we will tell you this
as soon as this is clear and not after works have commenced.
- We aim to give you an estimate of the costs during your first
contact.
- We will send you an invoice in the month following completion
of your repair we will be happy to arrange payment terms with you
if required
| Measure |
Target |
Method |
Number of jobs completed in one visit
(first time fix) |
87% |
Quantitative
analysis |
| Customer satisfaction with the repair |
96% |
Surveys (written/telephone) |
| Average time/
predictability of repairs |
|
Quantitative analysis |
| Number of over due gas services |
Nil |
Quantitative analysis |
Meeting the TSA standards for:
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