Quarter 1 (April, May, June)
Here's how we did on repairs...
We scored an average of 8.5 out of 10.
You told us that you were happy about the attitude of the staff taking details of your repair. You were less impressed with how well we communicated with you throughout the process.
Here are some of your comments...
"Never had any problems since taking over tenancy and would give NomadE5 100%"
"Very please with the efficiency of the service"
"For my last repair, the customer service was brilliant"
"Job was supposed to be completed by 26th April and it was only completed a few days ago. I had to make all the calls and chase-ups, I was not kept in the picture"
"I left a couple of messages but have not been called back. Had to ring again and follow up myself"
"Service received was excellent"
Quarter 2 (July, August, September)
Here's how we did on repairs...
We again scored an average of 8.5 out of 10.
You told us that you were impressed with the attitude of staff taking details of your repair but that sometimes you are not sure that our staff have the technical skills to always diagnose the repair - we are working to improve that for you.
Here are some of your comments...
"I've been with NomadE5 for 16 years and have never had a problem with any repairs - an excellent service"
"Staff have improved but I sometimes find they go round the houses when taking a repair rather than getting straight to the point"
"Very happy with the service I receive"
"Customer service staff ask a lot of questions about the repair and seem to go through a format of questions rather than really listening. Also some of the questions are quite technical and hard to answer"
Quarter 3 (October, November, December)
Here's how we did on repairs...
We scored an average of 8.3 out of 10 - a very slight deterioration since the last quarter.
You scored us most highly for the actual process of reporting the repair, and gave us the lowest score for the repair being completed to your satisfaction - we have fed this back to our repairs team.
Here are some of your comments...
"A brilliant service from the repairs team, all repairs completed in two days"
"It took a long time to get the repair sorted (six weeks) and the tradesman left my house in a mess"
"Every time I have had to report a repair it has always been spot on and I've never had a problem"
"Water was leaking into my home from next door. A neighbour reported it but it took a long time to locate the problem. Other repairs have been OK"
Quarter 4 (January, February, March)
Here's how we did on repairs...
We scored an average of 8.9 out of 10 for our repairs service - an improvement on the previous three quarters.
Here are some of your comments...
"I'm very happy with the service"
"The repairs service is very good. Some of my friends are council tenants and their repairs take longer to complete"
"The repair is still ongoing, waiting for a part to complete the job"
"The timescale for some repairs is too long"
"Happy with the system and the staff"
"Between the call centre and the tradesperson, my request did not happen - it took seven weeks to get a hot-water cylinder"
"I have had to have three people out to look at the repair - it was difficult to get to the bottom of"
"I've never had any bother. The service is always brilliant"