Prizes on offer – but you’ve got to be in to win!

A new incentive to encourage Thirteen customers to never miss an appointment has been launched.

In To Win Competition

13 Oct 2020

Over the last month, every customer who’s been at home for their planned repairs appointment has been entered into the monthly ‘in to win’ prize draw and this week, we’ve surprised one lucky customer.

Mrs York from Thornaby was thrilled to hear she’d won, she said: “I never expected to win anything. It’s a lovely surprise, which will help to treat the family this Christmas.”

With around 10 to 15 percent of customers not at home on the day of their repairs appointment, and 64,764 repairs carried out between March and September, a missed appointment from one customer means another is unfortunately waiting longer.

Executive director of customer services David Ripley said: “Being at home for planned repairs appointments is really important. Every time a customer misses their appointment, another customer is missing out. Not only that, this costs a lot of money - about £550,000 per year - the same as fitting 171 new kitchens in customers’ homes.

“This month, we’ve seen an improvement, so we know we’re heading in the right direction. We know many customers have busy lives, so as part of our commitment to deliver a great customer experience, we’ve continued to make many improvements to our repairs and maintenance service, based on feedback from customers.

“We give customers choice. We offer flexible options and they can choose the time of day which is most suitable for their appointment including, morning, afternoon, or to avoid school runs, where possible. This means we can give our customers the best appointment available and it prevents them from having to wait in all day.

“We also send a text to confirm the customer’s appointment, providing they supply their contact details to enable this, a reminder the day before the appointment and again, when the trade operative is on their way.

“So, we’re asking customers, if you have a repairs appointment and you know you’re not going to be at home, please just give us a call. We’ll arrange a new appointment for you and we’ll give your old appointment to another customer.”

Read the full terms and conditions for be in to win here.