Find out more from Jason
Our Customer Repairs Team are crucial in making sure repairs are dealt with in a timely manner. The team helps coordinate requests between both Hastoe residents and numerous different contractors.
Jason, one of our Customer Repairs Advisors, has worked at Hastoe since February 2024 and is a key member of the team. Here he talks us through what a day working in our Customer Repairs team can look like.
Jason starts his day at 9:00am when the phone lines go live, meaning customers can begin to make calls regarding any existing repairs to their homes. Jason logs on to take any calls, also crosschecking with a list of tasks which have been generated by the contractors and other departments at Hastoe.
Each member of the Customer Repairs Team is allocated specific contractors to focus on. This ensures strong relationships and better communication between Hastoe and the contractors.
It is important that throughout the day, Jason remains proactive with any orders which are overdue – trying to understand why this is and how to quickly find a solution. What helps with this is that the supervisors, managers and complaints team all sit together in the same room and can liaise with one another efficiently on the spot. Jason explains that despite each members’ individual contractor focus and calls, he enjoys the fact they can each tap into each other’s knowledge and experience. This allows them to work as a collective.
When asked what Jason’s proudest moment at Hastoe was, he said:
“I particularly enjoy resolving queries or repairs that have been ongoing for some time. Lots of detective work is required when trying to identify why a repair has not been resolved. After effective research we can then liaise with internal or external partners to move orders to completion. The more complex the issue, the more there is a sense of achievement once resolved for the tenant.”
A daily challenge which Jason overcomes is finding ways to manage customer expectations whilst also ensuring that the contractors meet their deadlines. To do this, he focuses on prioritising and managing where resources would be best allocated.
When asked is there anything else you think people should know about the Customer Repairs role at Hastoe, Jason said:
“It is important to know we are here to help, not hinder the process – this is really key – we want to help progress repairs as quickly as possible.”
Finally, Jason talks about what he enjoys about life at Hastoe, outside of his team, he said:
“I enjoy the fact that despite there being separate departments which are geographically apart, everyone has a good overview of what each branch of Hastoe does. All teams share the same ethos and mutual goals, therefore I enjoy being part of that joint identity, all unified and working together as one.”
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