Thirteen invests in new repairs system to benefit customers

Thirteen’s new repairs system, which changes the way repairs are booked, is set to benefit its customers.


18 Oct 2017

The new systems, provided by ROCC and Kirona, will enable more effective scheduling, reduced waiting times for appointments, keep customers updated on the progress of their appointment and ensure time is used productively.

Customers should still report a repair in the same way as they do now. If it’s an emergency people should always call 0300 111 1000 and speak to a member of the contact team, otherwise they are encouraged to use Thirteen’s self-service portal where they can log their repair request using the new diagnostic tool.

Some noticeable changes have been introduced, including the ability to give the customer the best appointment available. Customers will have more flexible options, such as the time of day which is most suitable for their appointment including, morning, afternoon, all day or to avoid school runs, where possible and depending on the nature of the job.

Once the repair is booked in, the customer will receive an email and text to confirm their appointment, providing they supply their contact details to enable this, a reminder the day before the appointment and a text when the trade operative is on their way.

Executive director for property services Russell Thompson said: “As the largest social housing provider in the North East, our priority is to deliver great customer service and this new system will enable us to improve the service we provide even further.

“More customers will be given specific appointments, to cut down the number of people having to wait in all day. This will make life easier for the customers, as well as reducing the number of jobs having to be rescheduled.

“We have listened to what our customers wanted from their repairs service and we’re confident that this new system will provide a much improved and more efficient repairs service.”