Thank you to everyone who participated in our recent survey regarding the proposed changes to our rechargeable repair procedure. Your input is invaluable and helps us shape our approach to maintaining high service standards.

The survey results have provided important insights, and addressing some concerns raised during the survey is essential. We understand that change can sometimes be met with uncertainty, and we want to ensure that our intentions are clear.  Please read our new procedure here. 

Survey Highlights 

We received 58 responses, with a balanced split 29 in favour of the proposed changes and 29 opposed.  

We’ve carefully reviewed the comments provided in response to the survey, and we’d like to take this opportunity to address some of the most common concerns that have been raised: 

  1. Clarity and Transparency:

Several respondents pointed out the importance of being clear and transparent in our process. We acknowledge this concern and will work to ensure that our procedure is easy to understand for everyone. We aim to create a transparent process that everyone can navigate without confusion.  

  1. Non-Essential Repairs and Financial Hardships:

We understand that unforeseen financial difficulties can arise and aim not to use repairs as a bargaining tool. We recognise that every tenant’s circumstances are unique, and we’ll work to find fair and reasonable solutions for non-essential repairs. 

  1. Fair Recharges:

Some of you expressed concerns about the potential charges for repairs, especially those that are not due to malicious or intentional damage. We will review our approach to ensure that any rechargeable repair is agreed upon individually to reach a fair, reasonable, and affordable payment. In some instances, we may even waive the cost of a recharge. 

  1. Tenant Empowerment:

Your suggestions for improvement are invaluable, and we appreciate the thoughtful ideas shared in response to the survey. We’ll consider your requests, such as assisting with specific repair needs when needed, to enhance the quality of our service. 

Our intention is not to charge for every repair but to ensure we can continue providing the best possible service to our community. Chargeable repairs are primarily aimed at addressing malicious or intentional damage, and we will handle each case individually to find the most appropriate solution. We’re here to support you and consider financial situations and other relevant factors. 

Once again, we thank each of you for participating in the survey. Your input is instrumental in shaping the future of our repair procedure, and we’re committed to making decisions that benefit everyone.  

If you have further questions or concerns, please don’t hesitate to contact us. Together, we can create a community where everyone feels supported, heard, and empowered.