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Be heard

We are here to listen!

We recently asked customers if they want to get involved, how they want to do this, and what help we can offer. Below is what they said!

The top three ways customers told us they wanted to be involved were providing their views online, taking part in telephone surveys or commenting on social media.

Repairs, improvements, anti social behaviour and rubbish were customers top priorities. And offering incentives, on-line opportunities and holding meeting outside of working hours would encourage people to get involved. Customers told us that time and childcare responsibilities can stop them from getting involved. This is something we can help with.

Thank you to everyone who completed the survey. We're now working through this feedback to ensure we support you to be involved in a way that works for you!

Repairs and maintenance

We carry out customer satisfaction surveys after we do repairs. Your feedback helps us to understand how well we are doing but more importantly, what we need to do better.

Following of your feedback, we have made the following changes:

  • We now send appointment letters a week in advance, giving you time to rearrange if necessary.
  • We contact you if we are running late.
  • As well as offering Saturday morning appointments, we now offer repairs until 7pm.
  • When other companies carry out repair work on our behalf, we keep you informed throughout the work.
  • We make sure you are aware of the timescales for any repairs when you report them to us.
  • We have trained more colleagues to answer calls when we are extremely busy.
  • We now to offer web chat for you to report repairs.
  • We have introduced ‘webchat’ for you to report repairs.

If you have any ideas for how we can improve our repairs service, we’d love to hear from you! Get in touch below.