Repairs service update – we’ve revised our repairs standard to be clearer on the services we provide
During recent months we have been providing updates on our repairs service.
We often receive good feedback on the quality of work completed, especially when this is delivered by our in-house repairs team.
But we also see dissatisfaction from residents. We provided more details in our last repairs service update, published in October using performance data from September.
We know that much of the frustration is around our communication – not being clear on what we will do and when we will complete it by, or not meeting the timescales we had set.
Updating our repairs service standard
During the last few weeks we have reviewed the details of all of the different types of repairs we provide to be clearer on what we will complete and when by.
We are now publishing an updated copy of our repairs and maintenance standard to be clear that we have three categories of repairs:
- Emergency repairs
- Routine repairs
- Planned responsive repairs
We are also clearer in the repairs standard about areas we will complete as Programme works and repairs that are your responsibility as a resident.
We will continue to complete all emergency repairs within our target of 24 hours and all other repairs in line with the terms of tenancy agreements and all requirements on us as landlords.
All new repairs will now be booked in line with the new repairs service standard.
Read our updated repairs service standard December 2024 [PDF] for full details.
