July repairs service Update
Our target is to complete 90% of all routine repairs within 28 days. This target is set for the year
which runs from 1st April to 31st March. We ended the year that finished on 31st March 2024 having
completed 72% of all routine repairs within target.
We know we need to do more to provide the repairs service to the standard residents want from us.Feedback from residents, particularly through the tenant satisfaction measures, shows us that residents want us to provide routine repairs more quickly and complete more repairs on the first visit.
We have a repairs improvement plan in place to deliver this.
We are making improvements which we can see are having a positive impact but there is more we need to do. We will continue providing monthly updates on our website until we have implemented the plan.
For those repairs raised and completed since the 1 April 2024, we are completing 83%in target [this was 87% within target in our update published at the end of June]. For all routine repairs we have completed within the 28-day target between April and June 2024, we are at 75% overall [this was 77% in our updated published at the end of June].
In previous updates we have included information about areas we are focusing on through the repairs improvement plan. This included reducing the number of jobs we have open in our systems at any one time. Fewer jobs open means that we are able to complete new repairs more quickly. At the end of June the number of jobs we had open was just over 2400, in line with the target we had set ourselves. This is despite us seeing ongoing high demand for the repairs service – between April and June this year we were asked to complete 21% more repairs than during the same period last year.
We have also previously mentioned three projects included in our repairs improvement plan, and we are pleased to confirm that these have now all been completed. These are implementing a new repairs diagnosis tool to help get more work done right first time; along with updates to our reporting and the way we use our IT systems, to improve the experience for residents when we book and carry out a repair, and to make our repairs service more efficient.
Moving forwards, our focus also continues to be working our way through outstanding works, which have not been completed within our target timeframes. We are keeping these works under review and will be looking to prioritise completion of them over the coming weeks
We continue to complete 100% of emergency repairs within 24 hours and will continue doing all we can to book in routine repairs as quickly as possible.
Please continue to contact us when you need a repair to your home, letting us have as much information as possible about the work needed and your personal circumstances.
You can report your repair through our website – we’ve improved our report a repair feature online and you can now pick your own appointment date and time when reporting a repair. You can also call us on 0330 343 0016.
