Resident’s view Going ‘above and beyond’ to help customers By Mary Telford, Resident, Karbon Homes
With close to 30,000 homes across the North East and Yorkshire, Karbon Homes’ in-house repairs and maintenance service carried out 83,000 repairs.
As I have a number of health issues which need to be taken into consideration when having work carried out, my granddaughter, Ashleigh, is listed on my account as a key contact. Living in a one-bed bungalow in County Before the work started, Karbon let Durham, I’ve nothing but praise for the Ashleigh and I know it’d create lots of dust repairs service, with every trade colleague which could aggravate my breathing. They who’s visited my home being excellent and worked with us to book it in at a time when going above and beyond Ashleigh was available to make sure work is to take me out, which I “I don’t have a bad done right and that I’m thought was very caring. happy. I really felt they were word to say about the From the gas engineer putting me and my whole process. I felt who came to service the needs first. really cared for right boiler, to the electrician Whilst out, we were who came to fix my preparing ourselves the way through” lights, I’ve never had a for the cleaning we’d bad experience. I’m so need to do when grateful that they make me feel comfortable we got back. But in fact we needn’t and are respectful of my home. have worried as the place was left as Recently I had an issue with my lighting immaculate as it could’ve been. and had an electrician come out. He not To have a landlord genuinely only got it sorted but explained what had wanting to help get problems caused the problem just in case it happened sorted is amazing. I feel again, which I thought was really kind. really valued as I was with my daughter at the time and a customer. he explained to both of us in layman’s terms. It wasn’t at all patronising and I really appreciated it. I moved into my home just over a year ago and my first major interaction with the service came when a pipe burst in the kitchen. I was panicking like mad as it had made quite a mess but everything was dealt with fantastically. I don’t have a bad word to say about the whole process. I felt really cared for right the way through.
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HOUSING QUALITY MAGAZINE MAY 2022
