In our last edition of Futures in Focus we told you all about an exciting new service we were introducing for our customers… and it’s now live and ready to use! Visit our repairs page and click the ‘check my repair appointment’ button at the top of the page to try it out. 

Our repairs checker is a virtual assistant that can help you find out the status of your repair 24 hours a day, seven days a week. With just your postcode and the first line of your address, our intuitive virtual assistant will check our records and let you know the date and time of your appointment so you can get it straight into your calendar, as well as which team is looking after it. 

Have a question about your appointment? Not a problem. Our chat bot is also integrated with our live chat system, so if you still need more information it can connect you with one of our customer service advisors during office hours. They’ll already have the information you’ve entered to find your repair, so it’ll be quicker and easier for them to support you there and then. When they’re not available, you’ll still be able to connect into MyAccount to cancel your appointment if it’s not convenient. 

It’s really exciting to be launching the next stage of our digital journey, and in time we’re going to roll out more and more functions to the chat bot to make things easier for our customers. We still love talking to you and are there on the other end of the phone if you need us, but this, along with our other digital systems, means you can get a response to the easy questions at a time and place that suits you, and frees up our friendly team to help with the more complex queries that need a personal – and human! – touch. 

For more information on our digital journey you can visit the digital hub on our website: