Right first time and general approach to maintenance and repairs:


“Have the appropriate trades person come out the first time, not send an odd job man to do the work which is then done wrong or incorrectly diagnosed which causes further problems”


“Listen to the customer. If they say it is an electrical problem, don’t send a plumber. Do what you say you will, don’t say you’ll book follow up action unless you mean to do it Don’t buy the cheapest, it will fail more often”


“It would be highly beneficial when a repair is to be conducted that the right trade is appointed and with the correct materials to carry out the repair rather than repeated visits by a multitude of trades”


“Just to send out the workmen with the right tools to complete a job would be handy, not lose measurements of what is requiring to be fixed and not cancelling appointment or just not turning up would be handy”


“Houses required regular maintenance (little and often), this is not embraced by the current contract. Maintenance staff need to have the right skills for the job in question and not be an amateur jack-of-all-trades. Maintenance staff need to be afforded the appropriate amount of time to complete each task and not an arbitrary 30 min window. Maintenance staff need to carry a larger array of ‘spare parts’ to deal with issues immediately”


“There needs to be more monitoring of the actual contract and there should be exit clauses if they do not meet the required standard”


“A proper house review and preventative maintenance on a schedule. Workmen to have clear ID, need a tracked signature, have overboots to protect floors/carpets. Realistic travel and job times and for ‘reward’ for jobs done on time, first time and correctly, not by volume of visits”


“Get better qualified tradesmen to carry out repairs. Not just bodge it and scarper”


“ ‘Manage the decline’ is depressing and is the current mantra. It is not acceptable for the modern armed forces and extends to defence infrastructure as well”


A Rightmove type portal:


“I would love to see a comprehensive online portal or app that could encompass the housing application and allocation process and the ongoing maintenance. As a customer you could be more involved in the selection of your next home, with photos or even videos of your mext house to help you plan the move in advance. I would much prefer to use an online system to manage maintenance appointments, and the ability to add extra information would be very helpful. Being a remote location having the correct tradesman turn up first time with the correct parts for the job makes a huge difference”


“Repairs/maintenance issues need to be more open. Moving to a system where you can track the progress of requests through to conclusion would be an enhancement and being able to comment on the service received would be beneficial to have continuous improvement”


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