Spotlight on Clarion Commitments: keeping your home well-maintained
Here at Clarion, residents are at the heart of everything we do. We introduced our Clarion Commitments to make you aware of the services we offer and the standard you can expect.
Each month, we publish our results to demonstrate our commitment to being open and transparent in our service delivery.
This quarter, we spotlight Commitment no. 3, which focuses on our repairs service.
As your landlord, we want to keep your home well-maintained by dealing with any repairs promptly. We also want to deliver a great customer experience with our repairs service and will always follow up on any issues.
Our aim for all repairs is to get these completed for you as soon as we can, and to keep you informed throughout the process. All we ask is that you report repairs as soon as you can, as the sooner we know about it, the quicker we can fix it
Here, we share guidance around the repair appointments process, so you know what to expect when reporting a repair.
Managing your repairs appointments
On My Way is our real-time messaging service for repair appointments. It allows you to track your repair operative on the day of your appointment, so you know when they’ll be at your home.
- Report a repair
- Text message to confirm appointment
- Day before – text reminder of appointment (and option to reschedule)
- ‘On my way’ – text sent when operative is on their way to you (option to track)
- Feedback - text request to provide feedback
Feedback
We want our repairs service to deliver your repairs effectively, and provide you with a great customer experience.
We ask that you give us feedback on our repairs service – so that we can make any improvements necessary. Our year to date satisfaction level is 90.4%. We follow up all negative feedback so that we can find where we need to do better.
Providing feedback is quick and easy to do, and helps us to deliver a great repairs service.
Here’s what some of our residents have to say:
“I was called the day before and on the day. Explained what he was doing all the way. Very good service”
“All went smooth and quickly. Very informative, tidy and pleasant operative. Thank you”
“Had a reminder text as well as another just before the operative came, cleared up after and showed me all fixed”
