City West Housing Trust

Repairs Service Centre

City West Works operates a Service Centre for all repairs enquiries and ordering. A team of dedicated staff are available Monday to Friday from 8am to 6.30pm* and Saturday 8am to 12pm* to take calls (calls outside of these hours will be diverted to the out of hours team). To contact the team call on 0300 123 5522 or alternatively you can report your request online.

The Service Centre aims to answer all calls within 30 seconds, though at certain times, high call levels can delay the speed that the advisors can respond.

• Generally the mornings from 9am to 11.30am are the busiest periods, especially on Mondays and Tuesdays.
• If an enquiry isn't urgent you may wish to call outside these times to have your call answered more quickly or email the details to us at the address above.
• If you do call during these times please hold and we will answer your call as quickly as possible. We do have more staff available at these times to help us deal with this higher demand.

Our advisors receive on-going expert training in repairs handling and ordering. When answering a call, the advisor will:

• Provide their name
• At all times will speak to you in a polite, friendly manner
• Ask you a set of pre-defined questions to enable us to prioritise the repair quickly and efficiently.

For repairs, where access is required, customers will be offered a convenient appointment.

Once the repair has been ordered we will send confirmation informing you of the appointment date or the target date by which we aim to have the repair completed.

All repairs have been allocated set priorities and targets to ensure that everyone is treated fairly.

In order for us to monitor the quality of our telephone service and identify any training needs to improve this service, we encourage and welcome your feedback. We aim to provide a high quality of service to all customers. When complaints are received we will act swiftly and follow a clearly defined process. Any complaint received by us will be accepted without hesitation and will be acknowledged. Customers can be assured that complaints will be received in a positive manner and that they will be used as a means of constructive feedback.