We know that for some of you, this service has not gone as well as we would like, and we apologise for this.

As well as monitoring the service since August 2024, we’ve also listened to your feedback, including complaints, to identify the gaps in the service which needed to be improved.

Alongside this, you’ve also taken the time to tell us when you have received great service from Liberty or our team, which has helped us identify what we need to be doing more of.

Together, we have taken a number of steps to ensure this service improves significantly over the coming weeks and months.

Here’s what we’ve been doing:

• Focused teams for better service. To provide a more consistent and responsive experience, we’ve reorganised our approach so that dedicated teams now focus separately on servicing and repairs. This will ensure you receive a consistent level of good customer service from the team you are engaging with.
• Strengthening Liberty’s capacity. Liberty has taken significant steps to boost service delivery. They’ve expanded their Engineering team and invested in further training to ensure more issues are resolved during the first visit, reducing disruption and the need for follow-ups.
• Improved your customer experience. We’ve improved our communication with you to ensure you are kept updated about your appointments. We’ve also reduced the time it takes to get through to a member of the Liberty team over the phone. We’ll shortly be writing to everyone with an outstanding repair to provide them with an update on when this will be completed.
• Supporting those who need it most. Although everyone’s repairs are important, we’re prioritising heating appointments for residents with additional needs or vulnerabilities, ensuring timely help where it’s most needed.

As a result of these changes, we’re pleased to share that we’ve started to see improvements over the last few weeks, and we hope you have, too.

We’ll continue to share our performance with you and thank you for your patience while we work hard to improve this service for you. If you have any questions, please contact the team via heatingservices@havebury.com

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