Stronger service and happier tenants as repairs satisfaction on the rise

Over the past year, we’ve made significant improvements to our repairs and maintenance service, and your feedback shows it’s making a real difference.

Month after month, more tenants are telling us they’re happier with the work carried out in their homes, and we’re pleased to see the impact of the changes we’ve put in place.

One of the biggest steps has been updating our Maintenance Policy, making it clearer, more transparent, and fully aligned with legislation. This helps everyone understand responsibilities and ensures we can respond more consistently while keeping building safety at the centre of what we do.

We’ve also been redesigning the entire repairs customer journey, after hearing how important clear communication is to you. The new journey (launching next month) will include updates at every stage, so you always know exactly what’s happening.

To speed up the work itself, our engineers now carry more van stock, thanks to close monitoring with our supplier JPS. This means more jobs can be completed on the first visit.

We’re also carrying out a detailed review of repeat repairs and reducing duplicate reports, making the service quicker and more reliable. Work is underway with Ideal too, so from April 2026 our own operatives will be able to carry out more boiler repairs still under warranty, reducing delays further.

In the contact centre, new ways of categorising repairs will help us prioritise urgent jobs more effectively, ensuring emergencies are handled even faster.

Here’s how these changes are starting to show:

• In November, out of 246 responses, 98% of tenants were satisfied, up from 83% in November last year. Comments included respectful staff and the determination to complete repairs properly. One tenant from Collum Avenue said their operative “was a pleasure to invite into my home.”
• December saw 348 responses with 89% satisfaction, improving on last year’s 75%. Tenants appreciated quick turnaround times and thoughtful customer care, especially when repairs related to vulnerabilities or urgent heating issues.
• In January, satisfaction remained strong at 92% from 249 responses, compared to 79% the previous year. Tenants highlighted professionalism, clear explanations, and operatives going the extra mile. One resident described the team as “an asset… very polite, friendly and efficient.”

Reflecting on the progress, Jordan Barr, Head of Maintenance and Building Safety said: ““While we know our repairs service hasn’t always met the standard our tenants deserve, we’ve been determined to put that right, as we know how important that is.

“The improvements we’ve made are already showing real results, and it’s encouraging to see this reflected in what our tenants are telling us.

“We’ll continue listening, learning and improving until our service is consistently the best it can be.”