Hexagon’s Repairs Group met on 29 July, bringing residents and staff together to discuss the repairs service and where improvements are needed.
The group reviewed recent repairs performance and customer satisfaction. Residents welcomed areas of progress but stressed that Hexagon must continue improving communication, keeping residents informed and making sure repairs are completed properly and on time.
The group heard about changes within the Customer Service Centre, including the ongoing trial of a call-back service. Members discussed how this could reduce the time residents spend waiting on the phone, while stressing that call-backs must be made promptly and residents should be given clear expectations about when they will be contacted. They also highlighted the need for better information-sharing between customer service and repairs teams, so residents do not have to repeat themselves and can receive clearer updates on the progress of their repair.
Members also discussed Hexagon’s response to Awaab’s Law and the importance of responding quickly and effectively to reports of damp, mould and other serious hazards. The group asked to continue receiving updates so residents can understand how Hexagon is performing against the new requirements.
Looking ahead, the Repairs Group will work more closely with the Resident Influence Group to identify areas of the repairs service that residents may wish to examine in greater detail. Possible themes include contractor management, complaints and residents’ overall experience of the repairs service.
The feedback and challenges raised by members have been passed on to the relevant Hexagon teams and will help shape future improvements.
