We’re continuing to improve your repairs service

In April 2024, we launched a new repairs improvement plan to make things better. Since then, we’ve made strong progress, building the foundations for a faster, more reliable service.

Thanks to your feedback, we’ve:

  • Introduced clearer timescales

  • Expanded our team

  • Improved how we diagnose and manage repairs

Repairs performance

In 2024/25, we completed 85.3% of emergency repairs and 73.9% of urgent and routine repairs for social and affordable renters within our target timescales. That’s an improvement compared to last year—28% better for emergency repairs and 7.4% better for urgent and routine ones.

These changes mean we’re fixing more issues first time.

*Tenant Satisfaction Measures (TSMs) are used by the government to see how satisfied residents are with their social or affordable housing, and how well landlords are doing. You can read more about our TSMs on our website. 

Our plan for improvement

We know there’s more to do. We’ve got a clear plan for further improvements over the next year and beyond, and we’re continuing to work closely with customers to shape what comes next.

You told us you want:

  • Better coordination

  • Clearer updates

  • Fewer delays when follow-up appointments are needed

What’s changed so far?

Response times

Before:
Repairs often took longer than expected to complete

Now:

  • Attend to emergency repairs within 4 hours to ensure we make safe

  • Carry out urgent repairs within 24 hours. These are repairs that are deemed necessary to avoid the risk of injury to people, or damage to buildings and homes

  • Carry out routine repairs within 20 working days 

  • Carry out planned and packaged repairs within 90 calendar days. These are repairs which are either more complex, or of a much lower priority

Communication

Before:
Limited updates and no direct contact with tradespeople

Now:

  • Track your tradesperson in real time

  • Receive text updates at every stage so you’re always informed

  • Message your tradesperson directly

Surveyor support

Before:
Fewer surveyors for complex repairs and quality checks

Now:

  • We’ve expanded our team with more qualified surveyors to speed up service and carry out more post-work inspections

Team capacity

Before
No dedicated leadership roles for repairs

Now:
The following roles have been introduced:

  • Director of Repairs

  • Head of Repairs and Maintenance

  • Chief Repairs Officer

What changes are happening next? 

This autumn, we’re launching a new online repairs system that brings everything into one place. It will save time, reduce manual work, and help us deliver a better service.  

We’ve worked closely with customers throughout this process, and your feedback has shaped the design of our new system. 

What are the benefits?

Better scheduling

  • The new system will ensure the tradespeople have the right amount of time to complete repairs. This means fewer delays, fewer repeat visits, and more repairs fixed first time.

Right tradesperson, first time

  • We’re improving how we first diagnose repairs, so we can assign the correct tradesperson straight away. You’ll get the right help, faster.

Automatically reassigning jobs

  • If the tradesperson is off sick or running late, our new system will automatically reassign the job. You’ll be kept informed, and we’ll keep disruption to a minimum.

Clearer information about the repair

  • The tradesperson will instantly see your repair details, history and information on new handheld devices. This means they can resolve issues more effectively when they arrive.

Managing delays

  • The new system will automatically update our tradespeople’s schedules, so delays won’t cause a knock-on effect. We’ll keep you informed if anything changes.

Stay updated

We’ll continue to share updates through:

  • Our customer newsletter, Home

  • Our website

  • Social media

 

Visit our website for more information, FAQs, policies and the latest news.