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Rapid response triage repair service delivers speedy results

Rapid response triage repair service delivers speedy results

As a direct result of your STAR survey feedback we have launched a new rapid response triage repair service that ensures all emergency repairs are dealt with as swiftly and efficiently as possible.


Originally part of a pilot project, the new rapid response triage repair service represents a very significant change to our responsive repairs service.

Phase one of the project focused on emergency and urgent repairs. Just like a nursing triage, when you call us to report an emergency or urgent repair, our experienced triage teams, based in Shropshire and Staffordshire, will diagnose your repair, give it an appropriate classification and book in the job. If your repair is categorised as an emergency or urgent repair it will promptly be passed to our new rapid response team.

The team, which is dedicated to dealing with these crucial repairs, will be dispatched out to you in their new rapid response uniforms and vans. All emergency repair jobs are dealt with within four hours and all urgent within four days.

Phase one of the project was such a success that phase two, managing repairs that take approximately one hour to complete, along with extended operating hours of 8.30am – 6pm, was introduced at the end of 2018.

Property Plus assistant director Andrew Kenny explains why the new initiative is proving such a great success:

“The new service is very popular with customers as our experienced triage teams are using their extensive knowledge and expertise to accurately classify the repair. The rapid response teams are then quickly dispatched with a real insight into the job enabling them to deal with it as quickly and efficiently as possible.

“Feedback also tells us that customers particularly like that the majority of repairs are completed during the first visit and should a follow-up appointment be needed a return visit is arranged there and then.

You can find out more about our repairs and maintenance service and access useful customer information leaflets on our websites – Severnside and SSHA.