Repairs – our future service



One of the ‘Customer Service Promises’ to you, as part of our merger, is to carry out a major overhaul of our repairs service this year.  We’re pleased to tell you that this is well underway!

We’re currently working with two separate repairs contractors while work on transforming our repairs service and your customer experience.

As part of this work and with your help, we’ll create a set of ‘Customer Services Quality Standards.’  These standards will be applied to all Brighter Places services and contractors.

Repairs service goal

Long-term, our goal is to provide the type of customer experience that you can receive from companies like Amazon.  For instance, receiving confirmation of your repair request, providing you with the date we anticipate completing your repair, updating you on when our repairs contractor arrives at your home and requesting satisfaction feedback once the work has been completed.

What’s happened so far?

Colleagues met with our Engagement Panel and a residents ‘task and finish’ group to explore options for a new aligned repairs service.  Our colleagues were also invited to share their views on how they think residents experience our services to identify areas where our Customer Service Quality Standards can be applied.

We’re now in the process of listening to you to find out what you think about customer service.  Once we’ve heard as many views as possible, we’ll combine all our feedback to create Brighter Places Customer Service Quality Standards.

Join us and have your say!

As residents, your thoughts, and views are critical!  So, we’re inviting you to join us and have your say at one of our workshops looking at customer standards.  This is your chance to tell us what you think.  Your feedback will help us shape our new service standards which will be applied to our new repairs service.

Our first workshop took place last week in Stoke Gifford and provided some great feedback.  We’re running three more workshops for residents during September.

  • Tues 21st Sept. 4pm-5:30pm or 6pm-7:30pm, Eden House (Our Office), Eastville, BS5 6XX.
  • Thurs 23rd Sept. 6pm-7:30pm, Windmill Hill City Farm, Bedminster, BS3 4EA
  • Tues 28th Sept. 6pm-7:30pm, online via Zoom

Please get in touch to book your place or find out more.  Spaces are limited so don’t delay!

Call or text 07860 950837 or email:

More ways to tell us what you think

If you can’t make our workshops, you can still feedback your thoughts on our current repairs service and repairs contractors.

For previous Solon South West residents you will know that we have moved to the MD Group on an interim 18-month contract for your repairs service.  For previous United Communities residents your repairs service is delivered in partnership with Alliance Homes.  If you’re a new Brighter Places resident you will have been told which repairs contractor will carry out your repairs when you signed up with us.

Over the coming months, if you’ve had a repair carried out, we’ll be calling you to find out how satisfied you are with the service you received.  Your feedback is an important part of the repairs service overhaul and will help us to understand how our current services are performing.