Lessons learned

Some customers had been left frustrated with the process of booking in a return job with our trades teams. This typically happens when we aren’t able to finish the job in one go, because of something like missing materials.

We’ve looked at this process and have streamlined it to make it much better and clearer for you.

Now, should one of our team not be able to finish the job first time, they can book a date for them to return while with the customer. This ensures the date picked is suitable.

We’ve also built in a new process where they can then book any materials needed at the same time. This means we shouldn’t have to rebook as everything is in place for the return visit.

Over the last year, our heating contractor has unfortunately been unable to deliver the level of service that customers deserve. As a result, we have agreed to part company and the contract will end in the summer. Aaron Services will be taking on the contract.

There had been a few occurrences where our teams attended a job but didn’t have everything they needed for it.

We’re now trialing a new process for our teams which sees them given a list of planned jobs. They check this the day before attending to ensure they have everything they need for each appointment.

This will hopefully mean we don’t have to book follow on appointments.