Duration
1-day
Location
Live virtual
Availability
Good
Suitable for: All What does this mean?
An essential course for all front line repairs handlers and organisations striving for excellence in repairs reporting. This session will consider the effective handling of repair requests across the top 50+ most recognised and commonly reported housing repairs.
The course has been specifically designed to develop and enhance skills as well as technical knowledge. Staff will get to know the right questions to ask and what to note down when ordering or chasing repairs. It’s key to getting repairs ‘right first time’.
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Read more
Delegates will learn about:
- The important role front line officers play in the repairs process
- The ‘right first time’ culture and what’s involved
- Effective questioning and diagnosis of the 50 most commonly reported repairs across the various trades
- Building terminology
- How to give timely and effective advice in order to protect the interests of the landlord eg emergencies, recharges, discretionary repairs
- The importance of information and accurate record keeping.
Scenarios will be based around frequently occurring repairs such as… ‘I have no hot or cold water, my boiler’s not working, my toilet will not flush… keeps running, my shower won’t work, my basin is blocked, I’ve got a leak, my bedroom’s full of damp, I’ve got mould on my walls, I’ve got no electric, my lights have gone off, my fan is faulty, my door’s jammed, my glass is damaged… my fence is down again…’
Who should attend?
A must for all staff from a non-technical background involved in housing repair requests:
- Customer contact centre staff
- Housing officers
- Clerical/administrative staff
- Performance and quality officers
- Estate and neighbourhood staff
- Support and sheltered housing staff
- Tenant liaison officers
- Contractor/DLO planners and admin staff.
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Our trainer
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.
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Price and booking
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If you experience any issues when submitting your booking, please email [email protected] with the name and date of the session along with the delegate name(s), email address(es) and job title(s) and we’ll process the booking for you.
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Cancellations and substitutions
If you are unable to attend an event or public training course, please let us know in writing (email is fine) at least 48 hours before. Please email [email protected] Otherwise, a cancellation fee of £60 plus VAT will be chargeable. If you are using a package place to attend and do not inform us within the agreed time frame, then a place will be taken to cover your non-attendance. Cancellations must be made in writing, and will be acknowledged by HQN Limited.
Dates
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in-house training offers great value for money.
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We can bring this course to you.
If you have five or more staff interested for this course date, our in-house training offers great value for money. All you need to do is click the in-house tab and drop us a message.