Good Afternoon,
Firstly, I want to thank you for taking the time to provide your valuable feedback. Insights like yours are essential in helping us identify areas where we can improve.
Regarding the delay you mentioned, I have carefully reviewed your file. From the moment we received your claim on the 29th February to the completion of the works on the 25th March, our aim was to act swiftly and efficiently. Our contractor was on site by the 2nd March, and we had the scope of works by the 7th, which was communicated to you and our client the same day. Following approval from our client, our contractor was authorised on the 11th March. The required apparatus had a 7-10 working day lead time, this led to works being booked for the 25th March, which were completed successfully the same day.
We are committed to enhancing our communication to ensure customers are fully informed on the claim progress and I'll be sure both our Claims Team and the contractor receive your feedback, as part of our ongoing efforts to improve. We apologise for any inconvenience you experienced due to the communication issues.
Despite the above, we're pleased to hear the repair work itself met your expectations!
Should you have any further concerns or require additional assistance, please don’t hesitate to reach out either via email or phone (customerservice@tbrn.co.uk / 0151 909 2788)
Kind regards,
Laura