It’s hard to believe that just a year ago, we launched Llanw with the ambition to provide a faster, more efficient, and customer-focused repair service. Today, as we celebrate our first anniversary, we can look back with pride at everything we’ve achieved together.
One of our biggest successes over the past year has been the dramatic improvement in our repair service. Our skilled trades colleagues have worked tirelessly to deliver high-quality, responsive repairs, making a real difference to customers’ homes and lives. Thanks to their dedication:
We’ve completed nearly 28,000 repairs and significantly reduced wait times.
92% of jobs are now fixed on the first visit, ensuring minimal disruption for customers.
Our new IT system, Service Connect, has eliminated repair ‘black holes,’ ensuring every job is tracked and managed efficiently.
Customer satisfaction has soared to nearly 90%, and for those not fully satisfied, our Feedback Fridays initiative helps us take on board their concerns and continuously improve our service.
Our Repairs Hub team has taken over 15,250 calls in just five months, reducing average call wait times to approximately one minute.
We’ve successfully reduced complaints from 174 in November 2024 down to just 104 today.
Adjustments to trades colleagues’ terms and conditions have enabled us to offer more hours each week, meaning even more repairs completed.
We’ve welcomed six new apprentices, investing in the next generation of skilled tradespeople to secure Llanw’s future.
Customers are now better informed, with improved communication helping them track and manage their repairs seamlessly.
We won Best Campaign at the Welsh Housing Awards, recognising the importance of involving customers in shaping our service.
Our EDI journey has helped us make repairs more inclusive, whether it’s waiting a few extra minutes for someone to answer the door or ensuring tools aren’t left on the floor for customers with sight impairments.
We’ve prioritised training and development for our team, ensuring we continue to build expertise and deliver exceptional service.
As we step into our second year, Llanw remains committed to continuous improvement. We will keep listening to customers, refining our processes, and finding new ways to enhance our service. A huge thank you to everyone who has played a role in Llanw’s journey so far.
Happy First Birthday, Llanw! Here’s to another year of growth and achievement!
