Before we ask for your thoughts on a new repairs policy, we want you to know that through feedback customers have already given, we're aware that our repairs service does not always meet the levels of service our customers expect. Behind the scenes, we're working through a number of things which will improve the efficiency and effectiveness of our service.
Customer feedback given through customer surveys, complaints and compliments has helped to shape a new draft repairs policy. We now want to know if what we're proposing in the draft policy matches what you expect from Connexus as your housing provider.
You can read the full draft document here, but we have summarised what has changed and why below.
What we plan to change in the policy and why
We want to make it shorter
The new draft policy has been stripped back so it is just about the repairs service - the service you receive when you report a repair. We have removed the sections about planned works, like replacement kitchens or the annual service visit for your gas, as these are covered under separate policies.
We want to make it clearer
This will make it easier to know what you can expect from Connexus and what we expect from you.
We want to be driven by customer needs and not by categories
We are looking to remove the repair categories: emergency, urgent and routine so we can work with customers to arrange a mutually agreeable appointment; one that suits your needs and ours.
We don't want the service to differ throughout the year
We are looking to remove the changes to service based on the time of the year, as we know that no matter what time of year, there are some things that are a real inconvenience to customers if they are without them for too long.
What we hope to improve and how
Response times to complete a repair
Communication about an appointment
Understanding customer needs to further improve the service
How? Instead of the repairs team being measured on which repairs it completes within which category, it will focus on delivering a service that responds to the needs of the customer, providing you with an appointment that suits.
Do you agree with what you are responsible for when it comes to looking after your home or do you think there are some things that you feel should be repaired by Connexus? Click here to read the list.
What do you think about the repairs team working to mutually agreeable appointments to fit in with customer needs and lifestyles?
We're aware that our current service is only available during working hours, which means if you work, you may have to take time off for the repair to be completed. Would you have a need for appointments outside of our current hours (8 am - 4.30 pm) as this is something we could consider offering if there was sufficient demand?
Is there anything missing from our current service that you would like to see?
Other considerations for the future
The money to complete repairs comes from the rental income, so we want to make sure it is an efficient and cost-effective service and the money is spent on the things that are most important to you our customers.
Fencing
Connexus wants to put a fencing standard in place as historically, there has been a different approach depending on who the landlord was. Therefore, we want to ask you for your views. At present Connexus replaces like for like, and doesn't provide a standardised approach to fencing. Providing fencing is not something that landlords have to do. We only have an obligation to mark the boundaries between the rear gardens.
We currently spend more than £500,000 every year on replacing and repairing fencing. This is a lot of money which we could spend differently on your home for example on insulation to help with the energy crisis.
There are three standards Connexus can consider for fencing:
Gold standard
When a fence needs replacing, we provide full wooden panel fencing, which is the customer’s responsibility to maintain. Connexus would then replace it like for like, when it needs replacing again. This is expensive and would mean we don’t have money to spend on other things.
Silver standard
We provide or replace full fencing where there is a health and safety issue such as fencing off a sheer drop or next to a railway line. In all other cases we will provide one fence panel (1.8 metre high) between neighbours to act as a privacy panel and mark the rest of the boundary in rear gardens by providing chain link fencing between concrete posts. Health and safety issues do NOT include fencing to gardens with dogs or where children live in the home. If gardens are fully fenced when a customer moves in, if/when the fence needs repairing/replacing Connexus will only replace or repair the privacy panel and the rest of the fencing would be replaced with post and chain link fencing. If the customer wanted to replace like for like, it would be their responsibility.
Bronze standard
All dividing fences between properties is a customer's responsibility except where there is a health and safety issue. Connexus would just mark the boundary with for example string wire but it would not enclose the garden.
Do you agree that we should change our approach to fencing, to concentrate on spending money on the maintenance of the property itself? Click here to tell us what you think and which standard you think Connexus should adopt.
Do you think if we adopted a new approach to fencing we should think about adopting a vulnerability criteria and/or a risk of anti-social behaviour to prioritise our resources?
Do you think that if we adopt a different stance, that we should allow customers, if they would like to, to install their own fence through the landlords permission process?
The questions about fencing do not apply to front property boundaries (we do not provide fencing to front gardens), nor do the questions refer to communal areas.
A regular check rather than a responsive service
Connexus currently provides a responsive repairs service, where we carry out repairs based on you reporting them to us (a reactive service). We try to arrange appointments with you so that our operatives work within a specific geographical area, but this does not always happen so we waste time travelling between appointments. We also might book different trade operatives on different days, or a few days after we attend to address one repair, you may find another, so you report this and we book in to attend on another day.
We’d therefore like to look at how we can offer a more planned, proactive approach to repairs so that you don’t have to report things to us. Think of it like a car MOT but for your home. In this scenario, we would look around your home, then identify and repair what needs doing on a regular basis, perhaps every 1–2 years. The repairs would then be addressed in one go which would reduce the number of days you have to wait for an operative. We would do this on a geographical basis, reducing travel times, and making the service more efficient.
You would still be able to report emergencies, however, by inspecting on a more regular basis, we would hope to reduce the occasions when these happen too.
How would you feel about an MOT-style approach, where you would not need to report repairs (except emergencies) and we inspect your home on a regular basis? e.g. every two years and identify and complete any repairs required in one go.
Consultation feedback
There's plenty to think about to help us design the future service so please click here - to comment on one or more of the topics/questions.
If you'd prefer to email your thoughts, email hello@connexus-group.co.uk and put the subject as 'Repairs Consultation', or if you'd prefer to have a chat, please call03332 31 32 33 (& ask for Sian Davies).
Repairs Service Consultation 2022
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Before we ask for your thoughts on a new repairs policy, we want you to know that through feedback customers have already given, we're aware that our repairs service does not always meet the levels of service our customers expect. Behind the scenes, we're working through a number of things which will improve the efficiency and effectiveness of our service.
Customer feedback given through customer surveys, complaints and compliments has helped to shape a new draft repairs policy. We now want to know if what we're proposing in the draft policy matches what you expect from Connexus as your housing provider.
You can read the full draft document here, but we have summarised what has changed and why below.
What we plan to change in the policy and why
We want to make it shorter
The new draft policy has been stripped back so it is just about the repairs service - the service you receive when you report a repair. We have removed the sections about planned works, like replacement kitchens or the annual service visit for your gas, as these are covered under separate policies.
We want to make it clearer
This will make it easier to know what you can expect from Connexus and what we expect from you.
We want to be driven by customer needs and not by categories
We are looking to remove the repair categories: emergency, urgent and routine so we can work with customers to arrange a mutually agreeable appointment; one that suits your needs and ours.
We don't want the service to differ throughout the year
We are looking to remove the changes to service based on the time of the year, as we know that no matter what time of year, there are some things that are a real inconvenience to customers if they are without them for too long.
What we hope to improve and how
Response times to complete a repair
Communication about an appointment
Understanding customer needs to further improve the service
How? Instead of the repairs team being measured on which repairs it completes within which category, it will focus on delivering a service that responds to the needs of the customer, providing you with an appointment that suits.
Your thoughts - click here to comment
Do you agree with what you are responsible for when it comes to looking after your home or do you think there are some things that you feel should be repaired by Connexus? Click here to read the list.
What do you think about the repairs team working to mutually agreeable appointments to fit in with customer needs and lifestyles?
We're aware that our current service is only available during working hours, which means if you work, you may have to take time off for the repair to be completed. Would you have a need for appointments outside of our current hours (8 am - 4.30 pm) as this is something we could consider offering if there was sufficient demand?
Is there anything missing from our current service that you would like to see?
Other considerations for the future
The money to complete repairs comes from the rental income, so we want to make sure it is an efficient and cost-effective service and the money is spent on the things that are most important to you our customers.
Fencing
We currently spend more than £500,000 every year on replacing and repairing fencing. This is a lot of money which we could spend differently on your home for example on insulation to help with the energy crisis.
There are three standards Connexus can consider for fencing:
When a fence needs replacing, we provide full wooden panel fencing, which is the customer’s responsibility to maintain. Connexus would then replace it like for like, when it needs replacing again. This is expensive and would mean we don’t have money to spend on other things.
We provide or replace full fencing where there is a health and safety issue such as fencing off a sheer drop or next to a railway line. In all other cases we will provide one fence panel (1.8 metre high) between neighbours to act as a privacy panel and mark the rest of the boundary in rear gardens by providing chain link fencing between concrete posts. Health and safety issues do NOT include fencing to gardens with dogs or where children live in the home. If gardens are fully fenced when a customer moves in, if/when the fence needs repairing/replacing Connexus will only replace or repair the privacy panel and the rest of the fencing would be replaced with post and chain link fencing. If the customer wanted to replace like for like, it would be their responsibility.
All dividing fences between properties is a customer's responsibility except where there is a health and safety issue. Connexus would just mark the boundary with for example string wire but it would not enclose the garden.
Click here to tell us what you think and which standard you think Connexus should adopt.
The questions about fencing do not apply to front property boundaries (we do not provide fencing to front gardens), nor do the questions refer to communal areas.
A regular check rather than a responsive service
Connexus currently provides a responsive repairs service, where we carry out repairs based on you reporting them to us (a reactive service). We try to arrange appointments with you so that our operatives work within a specific geographical area, but this does not always happen so we waste time travelling between appointments. We also might book different trade operatives on different days, or a few days after we attend to address one repair, you may find another, so you report this and we book in to attend on another day.
We’d therefore like to look at how we can offer a more planned, proactive approach to repairs so that you don’t have to report things to us. Think of it like a car MOT but for your home. In this scenario, we would look around your home, then identify and repair what needs doing on a regular basis, perhaps every 1–2 years. The repairs would then be addressed in one go which would reduce the number of days you have to wait for an operative. We would do this on a geographical basis, reducing travel times, and making the service more efficient.
You would still be able to report emergencies, however, by inspecting on a more regular basis, we would hope to reduce the occasions when these happen too.
Consultation feedback
There's plenty to think about to help us design the future service so please click here - to comment on one or more of the topics/questions.
If you'd prefer to email your thoughts, email hello@connexus-group.co.uk and put the subject as 'Repairs Consultation', or if you'd prefer to have a chat, please call 03332 31 32 33 (& ask for Sian Davies).
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