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Going ‘above and beyond’ to help customers

Going ‘above and beyond’ to help customers
With close to 30,000 homes across the North East and Yorkshire, our in-house repairs and maintenance service looks after all responsive repairs, maintenance, compliance checks and planned investment.  


The team of 100 multi-skilled trade colleagues, who last year carried out 83,000 repairs in response to customer need, work hard to ensure jobs are completed to the highest standard and that excellent customer service is delivered at all times. 


One of our customers Mary Telford, who lives in a one bed bungalow in Pelton Fell in County Durham, has ‘nothing but praise’ for the service, describing every trade colleague who has visited her home as ‘excellent’ and ‘going above and beyond’ to make sure work is done right and that she is happy. 


Mary said: “From the gas engineer who came to service the boiler, to the electrician who came to fix my lights, I’ve never had a bad experience. I’m so grateful that they make me feel comfortable and are respectful of my home. 

Recently I had an issue with my lighting and had an electrician come out. He not only got it sorted but explained what had caused the problem just in case it happened again, which I thought was really kind. I was with my daughter at the time and he explained to both of us in layman’s terms. It wasn’t at all patronising and I really appreciated it.” 

Mary, 69, moved in to her Karbon bungalow just over a year ago and her first major interaction with the service came when a pipe burst in her kitchen. 


“I was panicking like mad as it had made quite a mess but everything was dealt with fantastically. I don’t have a bad word to say about the whole process, I felt really cared for right the way through.” 


Mary has a number of health issues which need to be taken into consideration when having work carried out. As a result, her granddaughter Ashleigh is listed on her account as a key contact. 


“Before the work started, Karbon let Ashleigh and I know that it would create lots of dust which could aggravate my breathing. They worked with us to book it in at a time when Ashleigh was available to take me out, which I thought was very caring. I really felt they were putting me and my needs first.” 


“Whilst out, we were preparing ourselves for the cleaning we’d need to do when we got back. But in fact we needn’t have worried as the place was left as immaculate as it could have been.” 


Our success in keeping services running and effectively looking after customers over the last 12 months, despite ongoing challenges created by the Covid-19 pandemic, is reflected in its latest customer survey results. Through 2021/22 our repairs and maintenance service achieved a 91.23% customer satisfaction score.  


Mary concluded: “To have a landlord genuinely wanting to help get problems sorted is amazing. I feel really valued as a customer.” 

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17 June 2022

Community , Customer service ,

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