Homes still fit for heroes
Jason Hill is a repairs operative. Including his time with Lewisham Council, before Phoenix was created, he's worked in the area for 30 years. The promise of home improvements was a key motivation for the tenants who voted to create Phoenix. We needed to deliver high quality repairs and maintenance for properties affected by historic under-investment. A resident repair panel was established in 2013, working with Phoenix staff to create a service that would deliver value for money, first time fixes and high standards of workmanship. Residents agreed priorities would also include quality customer service, an improved call centre service and improved repairs diagnosis. The Phoenix Repairs Service launched in 2015 to manage repairs and gas servicing for more than 5,000 homes. To date, the service has carried out more than 45,000 jobs, 99 per cent of them on time. Satisfaction with repairs in the last year stood at over 91 per cent, made possible by the expertise of our gas, plumbing, electrical and carpentry operatives. Our caretakers are also a key part of the picture. They are responsible for the shared indoor and outdoor areas belonging to Phoenix, whose upkeep is crucial to a sense of community and local pride.