Introducing your new and improved repairs service
From the end of March, customers living in Friendship Care & Housing properties will receive a new and improved repairs service.
We are thrilled to have appointed Wates Living Space to deliver this service and take the opportunity to align repairs contracts across the Group.
Wates Living Space will manage all of your phone calls and online queries directly, meaning that when you report your repair, you can book an appointment that works for you.
Friendship Care & Housing customers will be able to report repairs in the same way as before, by dialling one of the numbers below and then pressing 1.
Friendship Care & Housing customers: Call 0300 123 1745
Once you have reported your repair, you will receive a text message confirming your appointment. Wates will also send you a reminder text the day before your appointment.
From May you will be able to use My Account to report your repairs and choose an appointment slot that is convenient to you.
To prepare for this new and improved service, from Thursday 15 March, all calls will be reviewed and prioritised. Non-urgent repairs may not be actioned until April. However, Wates Living Space will start contacting residents from Friday 23 March to book appointments for these repairs.
From 5pm on Thursday 29 March until 8am on Thursday 5 April, your phone calls will be answered by the Wates Living Space out of hours’ service. You will only be able to report emergency repairs during this period.
In keeping with our usual approach, an emergency only repairs service will be run over the Easter bank holiday weekend, which falls between Friday 30 March and Monday 2 April.
An emergency only service will be extended either side of this weekend to enable Wates Living Space to provide training to those working on this new service and to ensure it is ready to go live on Friday 6 April, 2018.
It’s important to remember that there are two types of repair - emergency and routine. This new service will lead to all repairs being resolved as soon as possible within 21 days, with the aim of a ‘first time fix’, to ensure minimum inconvenience to you.
So, from the end of March, look out for our jointly branded vans and remember to always ask to see ID from a Wates Living Space representative before allowing them into your home.
If you have any questions, please get in touch:
Friendship Care & Housing customers: Call 0300 123 1745 or email firstname.lastname@example.org