Over the last 12-18 months, our Repairs & Maintenance teams have been making changes to improve the service we offer to our residents.

One of the main challenges we’ve faced is the number of repairs that have been in the system for a long time, and how we work through those whilst also managing new repairs that come in every day. Unfortunately, this resulted in repairs falling outside our agreed timescales, which isn’t what we want to see.

We’re pleased to say that that number has dramatically reduced over the last year and is reducing all the time. The changes we’ve made to contribute to this improvement includes:

  • A new, dedicated team whose focus is only on older repairs
  • Improvements to our ICT systems
  • Colleague education to reduce jobs being reported more than once (duplicate jobs)
  • Contacting residents who have had repairs booked in for a certain period of time, but whom we haven't heard from again, to check that they still require the repair
  • Recruitment drive to attract and retain great operatives and colleagues to our teams

We're also consistently managing our emergency repairs well, attending to 99% of them in the time we agree to, which is within 24 hours of the report being made. Within that time, we agree to visit and make sure everything is safe and make temporary fixes as required, if we can't fully rectify it there and then.

Appointments and time taken

The knock on effect of this means we’ve been able to keep more appointments without having to cancel or rearrange, which has in turn increased satisfaction by 4% taking us from an already high 86% to 90% satisfaction.

New leadership team within repairs

We welcomed our new Director of Repairs & Maintenance at the start of 2025, Dave Woods, who said, "The service has made great progress over the past year with the full support of our Executive Leadership Team and the Board. I’m excited with my new role, leading on the continued improvement of the service, and I want to say to all of the service, 'keep up the good work'!"

We’re really pleased with these developments, and we’ll continue to work on improving even further where we can to make sure our residents always have a safe place to call home.