Help shape the questions for our repairs tender

Following our recent customer focus group, we've drafted two key questions to include in the upcoming repairs contract tender. These questions are designed to ensure contractors prioritise communication, respect, and high-quality service.

We want to make sure these questions truly reflect what matters most to you. Please read the proposed questions below and use the idea tool to share your thoughts, suggestions, or any feedback before we finalise them:

Question 1: Customer communication and experience

Describe how you will deliver a positive customer experience throughout the repairs journey, ensuring customers receive timely, accurate and accessible communication from first contact through to completion of the repair.

Share your thoughts on how a contractor could deliver positive customer experience. It could be things like keeping you informed, managing your expectations, taloired communication and managing satisfaction.

Question 2: Respect, dignity and tackling stigma

Describe how you will ensure all customers are treated fairly, respectfully and without prejudice, recognising that every property is a customer's home and safe space.

Share your thoughts on how you expect contractors to behave when they come to your home. This could be showing their ID, wearing shoe covers, cleaning up, using dust sheets and being mindful of noise.