A look back on the September meeting

Our Customer Voices Panel met our contractors Equans to discuss how they deliver repairs. A Panel Member shares a recap of the meeting.

"The meeting with management from Equans was highly informative, giving us a better understanding of the logistics and integral workings behind delivering a repair service on behalf of Leeds Federated. After the presentation the Panel set about challenging Equans on key areas;

Efficiency - wanting Equans to improve how many return visits it takes to complete a repair. This not only takes up customers time but increases cost which is passed back to us.

Courtesy - making sure Equans operatives are always courteous and professional on every visit. Equans will work closely with Leeds Federated to educate all its employees on stopping stigma in social housing.

Failure to show - the Panel was keen to stress that Equans improve upon operatives not turning up or cancelling last minute. Equans are working closer with Leeds Federated to integrate systems to improve upon no shows and cancellations.

The Panel recommends to all customers that if a repair operative doesn't show or cancels last minute, they report it immediately to Leeds Federated. Please remember, Leeds Federated cannot track or challenge Equans if they do not know it happened.”