Report a repair

We’re now completing more repairs than ever before on time, above target at 90.8% for March 2025. We’re also focussing on your needs to make sure vulnerable customers are prioritised with things like our door knock pledge which makes sure our operatives give customers a little longer to answer the door. We’ve reduced failed appointments by bringing in more resource in areas like carpentry, as well as set up a repairs co-ordinator team who proactively communicate to make sure you’re kept fully informed.  

Making sure our repairs are good quality remains important, we now quality check 5% of our work via a post-inspection to make sure we monitor and deliver to a high standard. We’ve also introduced a new code of conduct for contractors to make sure they understand our expectations and remain courteous and professional when visiting your homes. 

We review feedback from regular repairs surveys which are sent after every job to help inform our improvement plans and maintain good customer satisfaction. Last year over 2800 customers gave us feedback via these surveys scoring our overall repairs satisfaction at 82%. You can see how we’re doing every month in our performance pages.  

In December last year we also held a customer bootcamp session focussed on repairs performance, improvements and understanding what’s important to you. Fourteen customers attended giving valuable feedback on our proposals and we’re using this feedback to move to a more proactive repairs service. 

Feedback from customers who took part was positive: 
 
Customer, Darren Imms – “It’s been a really good session. Very interactive, informative and helpful. I got a lot out of it.”  

Customer, Paul Jenkins – “I think it’s been good to pull everyone together both customers and staff to look at things and think inside and outside the box. I think it’s really good you’re asking for customer’s feedback on repairs."