In January 2024, we committed to transforming our repairs service after listening to customer feedback and recognising the need to improve satisfaction. Over the past two years, we’ve brought our repairs service in-house, opened a new depot, replaced our digital systems and worked closely with customers to co-design a new repairs standard. These changes are already leading to clear improvements in both customer satisfaction and service quality.
The latest milestone in this journey is the opening of a fully stocked repairs store at our new depot in Knowsley Industrial Park, delivered in partnership with Huws Gray. Located just 10 minutes from our core communities, the new store gives our operatives immediate access to essential materials, helping to reduce delays and increase the number of repairs completed on the first visit.
Ian Hancock, our Executive Director of Property, said:
“Bringing Huws Gray into our Villiers Court depot is a key step in our commitment to improving repairs across our communities. Having materials on site will reduce delays, increase first-time fix rates and allow our operatives to spend more time where it matters most – supporting our customers.This partnership will help raise the standard of our repairs service and deliver better outcomes for the people who live in our homes.”
Lyndon Johnson, Managing Director of Huws Gray Partnership Solutions, added:
“Huws Gray Partnership Solutions are delighted to be the chosen partner to support Cobalt in enhancing first-time fix rates and customer satisfaction across its communities.“Your trust and confidence mean everything to us, and we will work hard to provide exceptional service and exceed expectations.”
