We’re pleased to report that repairs satisfaction has increased from 71% in 2023-24 to 87% in 2024-25.
However, we know there’s more to do as you’ve told us repairs are still taking too long, updates aren’t always clear, and missed appointments are frustrating.
We hear you and we’ve made investments to improve the quality and responsiveness of our repairs services.
We’ll continue to monitor feedback and make investments to improve our repairs services further.
We’ve undertaken a thorough review of the management of contractors and now deliver more of our repairs in-house, supporting much-improved service delivery
All repairs call handling has now been brought in-house to improve customer interactions and resolution time
Our new video calling function supports us to ‘fix it right first-time’ by allowing us to diagnose repairs issues remotely before our operatives even leave the depot. This means fewer visits, faster resolutions and a higher first-time fix rate.
Our newly launched Online Account gives all residents access to report repairs and select appointment times at a time that’s most convenient to them.
Our repairs, planned works, and capital investment budget rose by 31% this year to £268 million.
We’ve recruited over 90 additional frontline repairs staff to enhance service capacity.
