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Customer Satisfaction

Our repairs and maintenance service operates to standards of service. We measure our service against performance targets set by both the Government and ourselves, which cover various aspects of repairs and maintenance. Our performance results are compared against other Local Authorities on a regular basis. It is our responsibility to monitor the quality of our contractor's work. Our Technical Officers carry out random post inspections of completed work to check on value for money and the standard of workmanship. In the event of poor workmanship, the contractor will be recalled.

THL employees and contractors will check that the customer is happy with the work to the property before they leave. If a customer is dissatisfied they can contact our Repairs Contact Centre on Freephone 0800 174491 and the information will be dealt with by the relevant supervisor.

Satisfaction Questionnaires

As part of the process, we also ask you for comments and feedback on our service. Postal and telephone customer satisfaction surveys are undertaken, taking into account at least 15% of all repairs that have been carried out. Feedback from the above highlights what we are doing right and, in particular, where we need to further develop the service.

Comments, Complaints & Commendations

We welcome the views of our customers whether they are good or bad points, as they enable us to improve the comprehensive service we provide. If you wish to make a complaint, comment or commendation you can do so using one of the following options:

Option 1 - Repairs Contact Centre
You can contact our Repairs Contact Centre by telephone, letter, fax or email (details below).  

Option 2 - Company Procedure
We also have a complaints, comments and commendations procedure.  The 'Have Your Say' leaflet contains further information.  You can also contact our Customer Services Team direct by telephone, letter, fax or email (details below).

The normal working hours for Tristar Homes Limited main contractor are:
8.30 am - 5.00 pm - Monday to Thursday
8.30 am - 4.30 pm - Friday

If you require any further information regarding repairs or any other housing related issues, please contact your local Patch Manager or Customer Services.

Contacts

Repairs Contact Centre
Unit 10
Orde Wingate Way
Stockton on Tees
TS19 0GA
Freephone 0800 174491

Customer Services Helpline
Tristar House
Lockheed Court
Preston Farm Industrial Estate
Stockton on Tees
TS18 3SH
01642 528100