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• Top marks for our repairs service

Top marks for our repairs service

CityWest Homes are thrilled to have received their highest results yet in their latest customer repairs survey. Residents rated our contractor repairs services, which include Linbrook Services, a fantastic 94% satisfaction overall and 99.4% for keeping their appointments.

The results were taken from the May 2011 customer satisfaction survey, sent to all residents who have logged a repair. It was a fantastic achievement to receive such a high result: and an increase on April 2011’s 92% rating.

A local resident from Maida Vale estate commented: “Thank you for your help. So far, I have never had a bad experience with the repairs department. I’ve been kept updated on the progress of my query and the contractors are always on time. The job is always done to a good standard.”

Linbrook Services were in the news recently, after being bought out by Wates Group, an independent construction business. CityWest Homes has received strong assurances from Wates Group that there will be no rebranding or restructuring at Linbrook for at least 12 months. So while Wates Group is keen to improve our repairs targets, they won’t be changing any existing service level agreements unless CityWest Homes agrees to do so. Any changes brought about in the future will serve to help us provide a better service.

Mark Hoyland, chief executive, CityWest Homes, said: “These results are a fantastic testament to the hard work of the repairs team and show that we are on the right track to delivering the best possible service. The customer survey is crucial to our improvement; the feedback from our residents is what helps to shape our service. By showing us where we are succeeding and where we can improve, we can continue to work towards a 100% satisfaction rating for repairs.”