Completing repairs fast and well is a key priority for us, but there are some jobs that residents may be able to carry out themselves with simple instructions.
This will save time for you as you will not have to wait for a non-emergency repair appointment, and will be more convenient as you won’t have to arrange a time for one of our contractors to visit.
We have created a short list of repairs in the help and advice section of this website, each of which comes with a short video giving a step-by-step guide of how to complete the repair, or written tips to follows.
Our initial self-help guides include:
Meanwhile, we’ve updated the policies area of our website to make it more user-friendly and empower residents to request improvements.
In the new-look section, each policy is summarised into easy to digest information outlining what the policy covers, how it impacts our work and what it means for you. You can also find the full policy text.
Importantly, residents are also invited to provide feedback on the policy and say whether it is easy to understand or if anything is missing. We’ve already made some important changes based on feedback from tenants, including:
- Improving our safeguarding policy to be more explicit that residents, neighbours and community members can report to us any concerns over someone’s wellbeing and reinforce that safeguarding is a shared responsibility
- Making our mutual exchange policy easier to follow, so it now mirrors the typical journey of a resident seeking a transfer
- Being clear in our pest policy what service residents can expect from us, what their responsibilities are and what charges residents may be liable for depending on their tenure
Chyrel Brown, chief customer officer for Notting Hill Genesis, said:
“Providing high-quality services is our key priority and at the heart of our Better Together strategy. We will always be there for our residents and respond when they have repair issues.
“For many, though, being able to resolve simple repair issues themselves will be a huge time-saver and much more convenient. So we want to support residents to self-serve and empower them to resolve some issues independently, albeit with the knowledge we are always here if they need us.
“I’d also encourage residents to check out our revamped policy area, both to better understand their rights and our responsibilities, but also so they provide vital feedback so we can make sure our policies are fit for the future.”
