Freebridge Unveils New Team to Tackle Repairs


Freebridge Community Housing has unveiled a new team to manage customer repairs as it makes handling these a top priority.

The Diagnostics and Scheduling team has been set up after the west Norfolk based housing association committed to investing millions in its repairs service and improving customers’ homes.

The new team is working to make sure that repairs are handled more effectively and efficiently, and that outstanding repairs are cleared.

Sophie Bates, Director of Customer & Communities said: “We know that repairs are a priority for our customers - and they are for us too.

“Our customers rightfully expect an excellent repairs service from us and we are working hard to deliver this.

“Key to providing that excellent service is setting up this new team which is dedicated to responding to and fulfilling customers’ repairs requests in a timely and efficient manner.

“We know that there is more that we can do to meet our customers’ needs when it comes to repairs, and the establishment of this new team is a significant step towards achieving this.”

Since prioritising customer repairs, Freebridge has seen good progress in tackling repairs with a 30 per cent reduction in the repairs backlog – which developed during the pandemic lockdowns - over the last few months.

And, whilst customer satisfaction with repairs delivered is high, Freebridge is committed to doing more to respond to repairs in a timely manner. Sophie Bates added: “We’ve made good progress, but there is more to do for our customers, and this new team is already working hard to remove the backlog and carry out repairs.”

Any Freebridge customer with a repair concern or query can get in touch on 03332 404 444.

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