Report a repair

We’ve been working really hard to improve our repairs service, listening to your feedback and making changes to address your issues.

Our number of outstanding repairs is reducing each month, although we appreciate there’s still a way to go. Our new team are dedicated on completing repairs that have gone over target times and will all be in place by the end of October.  We’ve recruited sub-contractors and in-house operatives with a particular focus on carpentry and plumbing. 

The team are proactively contacting customers with outstanding repairs to update them on our plans to complete the job. We’re also working collaboratively with other teams across the business on complex cases, removing any potential barriers that might prevent us from completing the job. 

Our Repairs Policy helps to make sure we meet customer expectations. The timescales that were set out previously in the policy meant that we were trying to complete all routine repairs within 28 days. This target included works which can sometimes be complex and require specialist materials or where a customer might like us to attend after the 28-day priority target.   

Our drive to meet this target, was impacting our ability to meet our overall performance targets, and sometimes meant that jobs of a higher priority, or for vulnerable customers weren’t completed on time.  As a result of this customer feedback, we’ve made changes to the repairs policy to include two new categories, planned repair and customer request. 

New repairs priorities   

Planned Repair (90 days) - more complex, larger scale non-urgent repairs that may require specialist materials, works or can be delivered more efficiently if they’re batched together with other similar repairs completed within 90 calendar days 

Customer Request - a request for a non-urgent repair which the customer would like booked beyond the 28-day routine priority  

These new repairs priorities have been added to our existing categories – Emergency, Urgent and Routine.