As a social housing resident, what can you expect?
One of our customer service advisers will be in touch, normally by telephone, to suggest an appointment time for our engineer to carry out the repair for your home.
Contacting PH Jones – 24/7/365 call handling
We are available 24/7 should you ever have an issue with your boiler and provide a freephone contact number for residents to report repairs and book/rebook appointments.
The number should be on a sticker on your boiler. Our fully trained customer service representatives will be able to help you with any issues you have.
Keeping you up to date
We will keep you up to date and communicate with you every step of the way.
At an operational level, we use Pilot, our work management system, to ensure we deliver orders within your target times. Pilot allows us to monitor performance against the contract standards and targets.
What does this mean for you?
If we have an update of a delay via engineers, information on our vehicle tracking system or other activities, we will let you know right away. Our engineers can re-book appointments with you in person. This is useful when a part is needed for the repair, or we find repairs needing to be booked when we are with you.
If an appointment is cancelled, we will provide you with an apology and full explanation. We also keep you informed of the new appointment.
Please check out our videos with helpful tips for managing your central heating system