We’re improving services for customers all the time at Johnnie Johnson Housing and are delighted to share news of our latest improvements with you.
From 17 May 2021, our repairs and maintenance partner, Fortem, will be taking customers’ repairs calls directly. Customers will speak directly to a member of the Fortem SmartHub, which will significantly improve repairs diagnosis and will help to get repairs right first time with the right tradesperson. It will also increase the availability of appointment times to suit customers.
Johnnie Johnson Housing residents will continue to call the usual number 0345 305 5335 and select 1 to speak to a member of Fortem’s friendly SmartHub team. There is also a new dedicated email address for repairs: firstname.lastname@example.org, which replaces email@example.com. Fortem’s award-winning team of friendly and experienced professionals are waiting to take your calls.
Head of Customer Operations, Kate McArdell Broome, is delighted at being able to improve the experience of repairs for customers. She said: “As you can imagine, with more than 5,000 properties, repairs are really important. We are delighted about the change because it will dramatically improve the service we can offer to our customers. That doesn’t mean we are handing over responsibility to Fortem, not at all, we will still be working as closely with them as ever, and will be monitoring the experience and regularly reviewing the new process to ensure we deliver a fantastic experience to our customers.”