We appointed new repairs and gas servicing/heating contractors in late March 2025 to improve the service to customers.  Here’s an update on progress so far.

Ian Williams have got off to a great start with our new customer repairs service.

They have already completed 746 repairs including 184 emergency jobs with 100% of emergency repairs and 97.2% of non-urgent repairs completed within target timescales.

Most new repairs requests are booked in with customers within 24 hours and completed within eight days. All repairs logged with Alliance, our previous repairs partner, have been booked in and are nearly complete.

We have asked Ian Williams to focus on making sure all repairs are done first time to reduce repeat visits and frustration for customers. Currently 81% of repairs are completed in the first visit and they are working to improve on that in the coming weeks/months.

The online report a repairs form has been updated so customers can specify if they are reporting a gas/heating, damp and mould or general repairs issue. This goes straight to the Ian Williams team so they can book in repairs visits with customers promptly.

Upcoming improvements to the repairs service

Our partnership with Ian Williams is based on continually improving the repairs service to make it easier for customers.  They will roll out a Final Mile Tracking service in the next few weeks that will text customers when an Ian Williams operative is on their way to their house to do a repair. Customers will be able to see the operative’s first name and track their route in real time so they know when exactly when they will arrive. The service will also send text reminders for repairs appointments.

What customers have told us

All Ian Williams repairs operatives had customer care training designed and delivered by our customers. The training focused on the importance to good communications and considering customer needs when operatives are in their home to do repairs work.  Several customers have told us how impressed they have been with Ian Williams operatives who have done repairs in their homes:

“Andrew was just delightful and completed an excellent repair.  I didn’t think the repair had been done so Andrew came back in, explained the issue and showed me the fix.  Before he left he also showed me how to stop the heating turning on when I don’t want it to and spotted an issue with my front door that he took time to explain to me too.”

“Ali and Dan were very professional, very helpful and carried out an excellent job.  I’m very happy with the service I received from them so please let their manager know!”

 “Can you kindly applaud Mark and his team for their excellent and efficient locksmith job”

 “I called Ian Williams this morning around 9am to report a shower repair. Ian Williams raised this as an emergency, and within half an hour the issue was fixed. I am very pleased with the new repairs contractor and the operative did a great job!”

Sureserve Compliance – gas service and heating repairs

Sureserve now do all annual gas services (LGSR), boiler and heating repairs in customer homes.  There have been some challenges around Sureserve letting customers know about their gas service appointments.  Following feedback from customers and the Brighter Places team we are pleased that they have brought in a Customer Care Lead who oversee improving communications with customers about their gas service appointments.

Report a repair