Thirteen's repairs and maintenance team win at the 2025 Northern Housing Awards. [Archived]

This is a huge win, and it means a lot to us. It shows how hard our team works every day to keep homes safe, warm, and in good shape for our customers. It also shows that putting customers at the heart of what we do really works.

We have adopted new and improved approaches:

• We now operate in smaller areas, allowing customers to see the same trusted technicians more frequently.
• We have established a dedicated demand team to address urgent repairs more swiftly.
• We have reduced our backlog of damp and mould issues by 78%.
• We handle over 14,000 repairs each month, with customer satisfaction soaring to 92%, indicating that they are happy with our service.

We have also ensured that our customers have a voice in the process. Our new customer working group plays a vital role in shaping our service, and their feedback has already led to improvements, from clearer communication to new tools that help us identify problems early.

Additionally, we conduct ‘repairs on tour’, visiting sheltered homes and high-rises to assist customers who may have difficulty accessing our services. By using media-on-device technology, we can assess jobs before arriving, enabling us to be quicker and better prepared. We have learned a lot from listening to our customers, and we will continue to do so. Winning this award is fantastic, but the best part is knowing we are making a positive impact on our customers.