Repairs improvements delivering better results for our customers

Between April and August alone we’ve seen real improvements in how we deliver repairs:

• we’ve reduced the number of homes experiencing damp and mould by 90%
• we’ve achieved 92.8% of customer satisfaction with repairs (target 90%)
• we’ve seen repairs being completed within our agreed timescale, from 73% in April to 88% in September and now 92% in October, reflecting consistent month on month progress.

We’ve done lots of things to enhance and improve our repairs service:

• introduced a demand squad to support area teams with repairs
• brought more work in-house, to reduce reliance on contractors and give us greater control, faster turnaround times and improved customer satisfaction
• reviewed our priority timescales, ensuring that we attend higher-priority repairs within shorter timeframes and stay aligned with our repairs and maintenance policy
• invested in a dedicated team to tackle damp and mould repairs and review and implement new procedures to comply with Awaab’s Law
• seen overall repair demand return back down to pre-2020 levels of around 4,500 to 5,000 live appointments. 

Director of repairs Steph Lawlor said: “We’ve listened closely to what our customers have told us and focussed on both improving the quality and the speed of our repairs service. These results show the positive difference we’ve made by listening to customer feedback and teams working together with a clear focus on delivering a great service for our customers.

“While there’s always more we can do, we’ll continue listening, learning and making improvements to deliver a convenient, high quality repairs service that meets the needs of our customers.”