Fascinating read Josh.
Neil Lawrence

That’s interesting Neil. There’s an analogue informality to the customer relationship with a lot of trades that I’ve often felt is quite anachronistic, compared with other industries (for private renters and owner-occupiers as well as social housing residents).

To echo your point, none of this feedback (which occurs before the repair work is done) is suggesting that the actual service of repairing faults is flawed — just that there is an apprehensiveness from users about what to expect.

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