Repairs Service

TP02 — Satisfaction with repairs service (if had a repair in the last 12 months) — 57.6%

TP03 — Satisfaction with time taken to complete most recent repair (if had a repair in the last 12 months) — 51.5%

TP04 — Satisfaction that your home is well-maintained — 60.0%

RP01 — Proportion of homes that do not meet the Decent Homes Standard — 4.2%

RP02 (1) — Proportion of non-emergency responsive repairs completed within the target timescale — 81.6%

RP02 (2) —Proportion of emergency responsive repairs completed within the target timescale — 94.4%

Learning and listening

Repairs and maintenance

The delivery of repairs and maintenance is a crucial aspect of our service for residents, so it's of the utmost importance that we get it right. It is also essential for the provision of homes that are safe and support the wellbeing of residents. Satisfaction with recent repairs is one of the lower ranking measures in the survey at 58%. 

Positive comments

Any phone calls or reports made for repairs are given priority and sorted out as soon as possible. I am very satisfied with the overall service. 

If I have any problems they seem to sort it out. They have improved since 5 years ago as they now send out the right contractor to do the right job.

They are on point when you need help or with repairs and they are quick.

Negative comments

The repairs took an excessively long time to be completed.

Every time they do repairs it's not followed up, the workers that come say they will report to the office and it's never done.

The wait time for repairs is longer than expected and contractors need to be more efficient with their timings. 

We're improving the way that repairs are reported and recorded as well as focusing on improving communication with residents through our Customer First training. We'll also take a more targeted approach to tackling urgent or priority jobs such as damp and mould, communal facilities, or essential home maintenance.