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Our repairs service - there for you

8 Jun 2022

Your repairs service is evolving – helping you get things fixed quicker and easier.

In your feedback, you’ve always told us that you’d like us to be more flexible. We’ve listened and are implementing an improved service.

We recognise your time is important to you. We already made changes to our customer service centre to be there when you need us, now it’s the time for our repairs service to evolve.

From week commencing 13 June, many of our engineers will be working 8am-8pm, seven days a week.

That means if you report a repair before 3pm, you will be called back by an engineer on the same day to triage the issue, book a repair and resolve the issue quickly – all in the same day if possible.

If repairs are reported after 3pm you will receive a call before the end of the following working day

This call may come from a mobile number you won’t recognise, but you’ll know they’re genuine because of the information they’ll know about your repair

We piloted these changes in the spring, with the average time for a repair being reduced from three weeks to just three days.

This new service isn’t available for every type of repair just yet, but we’re working on it. Remember, your repairs are now being carried out by Acis Group, not Prime.

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