Improving repairs

We’re committed to making repairs faster, more reliable, and better. We’re pleased that satisfaction with repairs is increasing. 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.

In late 2025 we launched our repairs transformation programme; we’re working to ensure our repairs service meets your needs from start to finish.

You said, we did

We did:

· We’re holding ourselves to higher standards when it comes to timekeeping and missed appointments.

· You can now choose your own repairs appointment times via our Online Account for added flexibility.

· Our repair operative timekeeping scores are up to 94%, from 87% last year.

There’s more to do and we’re working hard to deliver a brilliant repairs service as we know it’s your top priority.

We did:

· We’ve sped up repairs and it’s working. With more vans on the road, smarter tools like video calling, and quicker first-time fixes, we’ve made great progress.

· Repair Service Satisfaction has gone from 87% in 2024-25 to 89% in 2025-26 year-to-date.

· Our aim is to be the best Large Landlord for repairs by 2027.

We did: We’ve listened and taken action to improve the quality you deserve.

· With 67% of repairs now carried out directly by our in-house Resolve team, we’ve got better oversight and can respond faster.

· Our repairs quality scores have risen to 92%, and we’re keeping a close eye on contractors to make sure standards stay high.

We did: We’ve made changes to keep you better informed.

· We’re now sharing more updates at every step of our repairs process, so you know what’s happening and when.

· With more repairs handled in-house teams, we’re improving the handover between visits and making sure nothing gets missed.

· If follow up work is needed, we’ll make sure you’re informed.

· Satisfaction with follow-on works has improved from 76% last year, to 82% this year to date.

We did…

· We’ve upgraded our systems to manage your information more effectively.

· With more repairs now handled directly by our team, we have better control of your records.

· If something doesn’t go as expected, we’re proactively getting in touch to sort it out, so you don’t have to chase us.

We’ve also launched our Repairs Transformation programme, ensuring our repairs service meets your needs from start to finish

What have we improved?

We’ve heard your feedback and we’ve made investments to improve the quality and responsiveness of our repair’s services.

Repairs delivery: 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.
Better communication: All repairs call handling has now been brought in-house to improve customer interactions and resolution times.
Faster resolution: 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
Improved reporting: Our Online Account gives all residents access to report repairs and select appointment times at a time that’s most convenient to them
Increased budget: Our repairs, planned works, and capital investment budget rose by 31% this year to £268 million.
Expanded workforce: We’ve recruited over 90 additional frontline repairs staff to enhance service capacity.

We understand a great repairs service is really important to our residents, and we’ll continue to monitor feedback and make investments to improve our repairs services further.

Want to find out more or get involved?

Look out for further updates on our repairs transformation programme. If you’d be interested in getting involved in improving services, please get in touch with our Resident Engagement Team.