Going ‘above and beyond’ to help customers
By Mary Telford, Resident, Karbon Homes
With close to 30,000 homes across the North East and Yorkshire, Karbon Homes’ in-house repairs and maintenance service carried out 83,000 repairs.
Living in a one-bed bungalow in County Durham, I’ve nothing but praise for the repairs service, with every trade colleague who’s visited my home being excellent and going above and beyond to make sure work is done right and that I’m happy.
From the gas engineer who came to service the boiler, to the electrician who came to fix my lights, I’ve never had a bad experience. I’m so grateful that they make me feel comfortable and are respectful of my home.
Recently I had an issue with my lighting and had an electrician come out. He not only got it sorted but explained what had caused the problem just in case it happened again, which I thought was really kind.
“I don’t have a bad word to say about the whole process. I felt really cared for right the way through”
I was with my daughter at the time and he explained to both of us in layman’s terms. It wasn’t at all patronising and I really appreciated it.
I moved into my home just over a year ago and my first major interaction with the service came when a pipe burst in the kitchen.
I was panicking like mad as it had made quite a mess but everything was dealt with fantastically. I don’t have a bad word to say about the whole process. I felt really cared for right the way through.
As I have a number of health issues which need to be taken into consideration when having work carried out, my granddaughter, Ashleigh, is listed on my account as a key contact.
Before the work started, Karbon let Ashleigh and I know it’d create lots of dust which could aggravate my breathing. They worked with us to book it in at a time when Ashleigh was available to take me out, which I thought was very caring. I really felt they were putting me and my needs first.
Whilst out, we were preparing ourselves for the cleaning we’d need to do when we got back. But in fact we needn’t have worried as the place was left as immaculate as it could’ve been.
To have a landlord genuinely wanting to help get problems sorted is amazing. I feel really valued as a customer.
