Improving the quality and cost of responsive repairs

CX Best practice exchange logoWhen: Friday 17th MayWhere: A2Dominion

Speakers: A2Dominion, PA Housing and Heathrow Airport

The day focused on how social housing providers and commercial organisations have improved the customer experience of repairs whilst also reducing cost; one of the most challenging areas of service delivery and typically the no. 1 source of complaints and the greatest driver of dissatisfaction.

Everyone shares similar struggles; accurate diagnosis of a new repair, increasing the rate of first-time fix, managing complex repairs, managing customer expectations, keeping customers informed about progress, reducing waste and rework and so on.

Download the full report of the day here.

The key themes that came out of the day were:

  1. The difficulty of understanding customers; what they really value and feel
  2. The challenges of creating a high performance culture
  3. A widely shared problem of curating accurate asset data (the importance of which has been heightened by Grenfell)
  4.  The need to treat complex repairs cases differently
  5. The importance of accurate repairs diagnosis
  6. Frustration that whilst housing organisations share common challenges, they struggle to enjoy economies of scale

This last point in particular is what the CXBPE networking group is designed to help organisations tackle together.  By collaborating organisations can  reduce costs, develop higher quality (best practice) solutions and potentially even leverage the high quality solutions they have developed together

Report of the Responsive Repairs CX Exchange
Download the full report of the day here.

About the day

The objective, as always is to help CX, Customer Service and Change specialists build their network of fellow professionals and to share best practice about improving the customer experience; what works and what doesn’t.  The day will be a mix of (short) talks, networking and round table discussion.  The tone is informal and down to earth, ‘Chatham House rules’ apply.  It is for Client-side folk only, there are no suppliers and no selling.

The speakers were:

  • Matt Cooney, COO of PA Housing
  • Martyn Mumford, Director of Property Services A2Dominion
  • Charles Brindley, talking about how Heathrow improved the quality of their database of 500,000 assets

We were delighted that A2Dominion hosted the event at their offices in Ealing, London.

This event focused on Responsive Repairs and we will invite our contacts and Clients from Social Housing and commercial Organisations who have a significant responsive repairs arm.

It was the sixth in a series we call the CX Best Practice Exchange.  Previous events have focused on different subjects and market sectors and were hosted by Waitrose, Google, SKY and Nationwide Building Society.

Here is what a previous delegate said about the CX Best Practice Exchange.
“Thank you for hosting such an inspiring event. You have helped me accelerate our CX program no end.”  Ian James, Head of CX Transformation, HomeServe

“A great network to share experiences, success stories and challenges.” Ailsa Charter, Senior Membership Propositions Strategy Manager, Nationwide Building Society

“What a cracking day on Friday, a pretty diverse bunch but with a lot in common. Thanks for on a great event.” Alex Russell-Rutherford, Customer Excellence, Wessex Water

HomeServe repairing drains

Places were limited to 20 attendees.

Agenda for the day

09:00                   Arrive and Coffee

09:30                   Introductions and setting the scene

10:10                   A2 Dominion, Case History

10:40                   PA Housing, Repairs & Digital Self-service


11:40                   Heathrow Asset data case history


13:40                   Discussion, case history learnings

14:30                   Round Table: Comparing approaches to Repairs transformation


15:30                   Round Table continued:

16:30                   Wrap up and networking drinks

18:30                   ENDS