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Record breaking first-time-fix rate for Crawley Homes

January 2021 has seen the Liberty team achieve a record breaking first-time-fix rate for Crawley Homes of 88.82%, up by 16.40% compared with January 2020.

The COVID-19 pandemic caused first-time-fix rates across the contract to fall as the pandemic began as parts availability was negatively affected, sickness absence reduced staff availability, and customers became more cautious about allowing Liberty gas engineers to enter their home to complete essential repairs.

Liberty and Crawley Homes worked in partnership to address these challenges to make sure that essential repairs in their tenants’ homes were completed. The measures implemented included working with parts suppliers and delivery drivers to have parts picked up and delivered to engineers in customers’ homes, enabling the engineers to complete more jobs on their first visit.

Customer focused social media was also used to raise awareness of the measures Liberty follow to keep customers and staff safe.

As a result of these interventions, access rates and first-time-fix rates have been steadily rising since October 2020.

Geoff Tarran, Assets Surveyor and Compliance Manager at Crawley Borough Council said: “There’s little more that can be said; an exceptionally well managed team delivering an excellent service. The gas contract is in safe hands with Liberty.”

Carl Himsworth, Contracts Managers from Liberty said: “This shows what can be achieved when we work together as team with the same focus.”