Repairs reporting – Getting it 'right first time'

Achieving excellence in repairs reporting and diagnostics for frontline officers

Repairs reporting – Getting it 'right first time'

We all want a first-time resolution when it comes to handling repairs. It saves us time, money and energy if we can correctly identify the repair and get the right operative, materials and tools on-site to do the job speedily and without fuss. And there are so many positive knock-on effects – we get satisfied customers, a first class reputation and well-maintained housing stock.

This course is designed for all those who are at the front end of repairs handling. We look at a range of common repairs in detail, using diagrams, pictures, parts/materials and photographs to better diagnose problems and gain a greater understanding of what can go wrong, why and what’s needed to put it right. We identify the stumbling blocks and barriers to getting it right first time and look at what needs to happen to overcome them.

What participants will learn:

  • How to ask the right questions to diagnose the problem
  • How to ensure the right information goes to the contractor
  • How to avoid those unnecessary chase-up calls
  • How to deliver best practice regarding appointments
  • How to prioritise repairs effectively
  • How to identify and respond to dampness in the home
  • How to handle condensation issues.

Topics will include:

  • Effective communication with the customer – what should we ask?
  • Effective dialogue with other sections, departments and contractor/operatives
  • Exploring a range of common repairs, concentrating on the major trades so staff can be confident in identifying and diagnosing the repair first time
  • Looking at what can go wrong and identifying strategies to overcome the barriers
  • Dampness and condensation issues explored and remedies better understood.

Who should attend?
Everyone involved in the repairs service, but particularly those at the front end: contact centre staff, repairs centre managers, contractors and customer inspectors.

Repairs reporting – Getting it 'right first time'

Nancy Witham

Repairs and maintenance Nancy Witham

Nancy Witham has more than 30 years experience within the Social Housing Sector. She delivers innovative, engaging interactive training to operational staff in Repairs & Maintenance, Neighbourhood, Customer Service and Business IT systems. Nancy’s style of training makes learning enjoyable and relevant and her training programmes receive consistently excellent feedback.

training track record

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package, please contact us by emailing training@hqnetwork.co.uk