Paul Stannard recently joined us as our new head of resident experience to help us improve the service our residents receive when they have an issue with a repair.
Over the past year, we’ve seen an increase in complaints about our repairs service caused by covid-related staff shortages and contractor delays.
Here Paul, who previously spent over 5 years in our Home Ownership team, tells us what he’s doing to re-build the trust with residents, and why he finds his work so rewarding.
“A key part of my new role is focussed around ensuring our residents feel heard when they let us know about issues with repairs in their home. Often it isn’t that we’ve done something wrong, but that we need to do more to make them feel supported and informed about what we’re doing to fix things.
I always find that when you keep in regular communication about how you’re trying to resolve the issue, most people are understanding. It’s when they don’t get a response or don’t know what’s going on that they feel most frustrated.