Latest news

Latest news

Merlin offers more flexibility for customers’ repair appointments

Our updated repairs policy has gone live today with the aim of providing more flexibility to customers when they report a repair.

The updated policy, which has been produced following consultation with customers, has simplified the way we categorise repairs. In turn this will make it easier for customers to arrange a convenient appointment when they report a repair.

Head of Property Investment Richard Hopkins said: “We know that repairs is the most important service we provide to our customers. We’re determined to provide an effective service where we’re carrying out repairs right first time, at a time that is convenient to customers. We’re confident that the updates we’ve made to the way we deal with repairs will improve."

At the same time we’re improving our approach to fencing repairs that go over and above what we are obliged to do. The updated policy also brings greater clarity about which repairs customers are responsible for and what repairs we will fix. It’s all part of our aim to continue to increase customer satisfaction.

In recent months we’ve seen an increase in customer satisfaction with our repairs service. Satisfaction in the three months to June was at an all-time high of 85.1%. But we aim to improve this further, and have a goal of reaching 90% satisfaction with our repairs service by March 2019. Overall customer satisfaction has also increased during the same period to 84.8% three month period until the end of June. Again we want to increase this to 90% by March 2019. Latest customer satisfaction results will be published on our website next month.

Click or tap for more information about our repairs service.

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