duration

Duration
1 day

duration

Location
Live virtual

duration

Availability
Limited

Suitable for:       RI What does this mean?

Achieving excellence in repairs reporting and diagnostics for frontline officers

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.

  • Read more

    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 ask effective question which will help with repairs diagnostics
    • How to prioritise repairs effectively.

    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.

    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.

  • 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.

  • 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.

  • Price and booking

    Bookings are closed for this event.

    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.

Dates



We can bring this course to you.
If you have five or more staff interested our in-house training offers great value for money.

Complete the form below and we'll be in touch.

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.

 

Making a booking:
Step 1: Select the number of delegates you would like to book on this session
Step 2: Complete the delegate details
Step 3: Check the details, tick the consent box, and press the book now button
Step 4: Member and multi-ticket discounts will automatically be applied on the next page
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Step 6: Complete the booking details
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