We’ve been nominated for a Welsh Housing Award!

We’re proud that our commitment to providing excellent customer service has been recognised!

Since our launch in April 2024, we’ve focused on building a truly customer-focused repairs service. Through our ‘Feedback Friday’ initiative, we call every customer following their repair to find out what we did well, and how we can do a better job next time.

By listening to feedback, we’ve made lots of meaningful changes, like:

• Offering evening and weekend appointments.
  
• Introducing ‘track our trade’ software, so customers know when we’re on our way.
  
• Moving away from complex telephone options.
  
• Hiring Welsh language speakers so Welsh-speaking customers can report repairs easily.
  
• Introducing operational changes for visually impaired tenants – tradespeople now verbally explain repair progress and ensure no materials are left as trip hazards.

All of these changes were made to give customers a better experience – and it’s working!

The results speak for themselves:

• Post-repair tenant satisfaction has increased from 65 per cent to 95 per cent.

• A 92 per cent first-time fix rate has been achieved across all reactive property repairs.

• We’ve reduced customer complaints by over 150 cases.

• We’ve reduced average phone wait times to one minute and introduced a same-day call-back commitment for all abandoned calls.

Sian Macnamara, Business Support Manager said:

“Looking back at our journey from Llanw’s inception to where we are today, the evolution is truly remarkable. By prioritising accessibility, acting on customer feedback, and continuously striving for quality, we’ve transformed our service for our communities. Being recognised for this hard work reaffirms our dedication to excellence and ongoing improvement.”

Regardless of whether we win the award, we’re so proud to be recognised for our customer service, which we’re committed to improving further! 

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