Why is this happening?
Our contract with Mears, who have provided your communal repairs service for the last eight years, has come to an end. To fulfil the new contract, we had an open competition for a new provider and Axis won.
How will this affect the services I receive?
We have been working hard to make the change as seamless as possible. Some staff will be different, but many operatives previously with Mears will now be employed by Axis. Our computer systems have been updated, and we’re moving ahead with improving response rates and appointments at a time that suits you. These were all agreed as part of our new repairs contract with Axis and are a key part of the service they’ll be providing.
Since the middle of May we’ve been doing a lot of work to change the service over from Mears to Axis. This includes things like changing our computer systems and making sure Axis employees are fully trained and ready to deliver the new service. This may mean you have to wait slightly longer for a communal repair appointment than usual. We will continue to deal with emergency repairs within four hours throughout this period. Our service will be back to normal by the beginning of July. Please continue to report repairs as they arise so we can offer you the best range of appointments.
We will be bringing in changes as we go along though, which we hope will improve the service. So, when you get your satisfaction questionnaire let us know what you think.
Keeping you informed
We’ll be giving you more information about this on our website at www.tvha.co.uk and through Home Owner News. You’ll also be seeing a newsletter from us and Axis through the post soon. Alternatively you can download a copy via the link below.