Improving our repairs service

We know repairs are an important part of feeling safe and comfortable in your home. Over the past six months, we’ve been making improvements to our repairs service, based on the feedback many of you have shared. 

During February we invited residents to share their experiences of the repairs service over the past 12 months. We also asked for views on how repairs should be reported and managed as well as how residents want to be kept updated about a repair. More than 400 residents from our Residents’ Voice Panel and Residents’ Associations replied.  

What’s improving 

• Faster responses: Repairs are now reviewed every day so the most urgent and longest waiting jobs are dealt with first. 
• Better quality repairs: Extra checks before and after work help make sure repairs are done right first time, reducing the need for repeat visits. 
• Clearer updates: All repairs are now logged and tracked in one place, helping us give better updates and reduce missed appointments. 
• Closer work with contractors: We meet weekly with contractors to review performance and make improvements where needed. 

Reporting a repair 

We have recently brought all repair reporting into our Customer Experience Hub, so they are logged in one place and can be tracked more easily. To report a repair, you can:  

1. Speak to your location manager 
2. If you haven’t got a manager, call the Customer Experience Hub on 0800 731 2020 
3. For out of hours emergencies, use your pendant or pull cord 

How repairs are prioritised 

While every repair matters, some need to be dealt with sooner because they affect safety or essential services. If your repair isn’t fixed straight away, please be assured it is still logged and will be completed as soon as possible. 

We know there’s still more to be done, but we’re moving in the right direction and remain fully committed to improving your repairs experience.

Read more about reporting a repair here.