TCH Repairs Update 

We’re continuing our work to improve our repairs service and make sure residents receive a more reliable, responsive experience. 

There’s been lots of progress since my last update, but we know that residents are still facing repair delays. We know how frustrating it can be when things don’t go to plan and I’m sorry if you’ve been in that position. We are committed to improving the service, and one of the key things we’re working on at the moment is recruiting more repairs operatives.  

Over recent months, we’ve been analysing repairs demand and reviewing how quickly we’re able to complete jobs. This has helped us identify where extra resources are needed. We’re now recruiting 11 additional operatives to help us meet demand and reduce waiting times. We’re particularly looking for experienced plumbers, carpenters, plasterers and roofers to join our team.  

If you know of anyone who could join our team, please tell them we’re looking to recruit. If you refer a friend to our recruitment team you will receive up to £100 in vouchers – £50 when they start the job, and a further £50 when they complete their six-month probation period.  Find out more here.  

Clear communications 

We are also looking to improve the way we communicate with residents about their repairs, and I’m delighted that our text messaging service has been relaunched for repairs in Kent.  

The service sends appointment reminders and updates direct to your phone and email. This will help residents keep track of upcoming appointments, make it easier to rearrange bookings if plans change, and help us reduce missed appointments so we can make the best use of available repairs appointments. 

We’re sorry that residents are still not able to report repairs through the online customer portal, MyHomeOnline.  For technical reasons we had to withdraw this option when the repairs service moved into 100% TCH ownership last summer.  

While we’ve been working on this in the background, resident feedback has told us more frequent updates would have been helpful. We apologise that we haven’t given an update recently. For now you can continue to request repairs by emailing  repairs.direct@tch.org.uk or calling 01892 501480 and selecting option 1. 

Contractor Code 

We’ve also been working with residents to refresh our Contractor Code of Conduct. The updated code will set clear expectations around communication, professionalism and customer service, helping to ensure that our contractors, and our TCH repair teams, provide the same high standard of service residents expect from TCH. 

We’re committed to making continual improvements to our repairs service and will continue to keep residents updated on the progress we’re making. 

Ask me a question  

I hope you found this update useful, and if you’ve got any areas you’d like to find out more about, please let me know by emailing PRteam@tch.org.uk. And don’t forget to refer a friend to our recruitment team for your chance to receive up to £100 in vouchers!