Repairs service – November update

Two settle vans

We know repairs are one of the most important services we provide. Our target this year is complete 90% of routine repairs within 28 days. We are currently completing 70% of them in that timeframe. We have a plan in place to deliver these more quickly, and we will provide monthly updates on our website until we have got timescales for completing repairs where we want them to be.

The plan we have in place is having an impact, particularly around the number of repairs jobs we are working on across all locations.

The fewer jobs we have open on our systems, the quicker we will be able to book in new routine repairs and complete them.

Colleagues brought the number of open jobs down from around 3300 at the end of June to around 2800 by the end of October. They have managed to reduce the number of jobs open further during November 2023 and we are on track to achieve our target for the end of December, to have less than 2,450 open jobs. This is despite receiving a higher than usual number of new repairs jobs between September and November.

In September we reported that we were completing 69% of routine repairs within target. We have held that steady with a small rise to 70% in October. We are continuing to work through all steps in our plan to bring the volume of repairs down and the percentage completed in target up. We expect to see improvements in timings from December 2023, with further improvements by March 2024, following a review of our repairs scheduling systems and resources to get more repairs right, first time.

We are aiming to hit our 90% of routine repairs in target by June 2024 and expect to see steady improvements towards the target from December 2024.

Please continue to contact us when you need a repair to your home, letting us have as much information as possible about your personal circumstances, and we will do all we can to book this in as quickly as possible.

We’re pleased to let you know that we’ve improved our report a repair feature on our website and you can now pick your own appointment date and time when reporting a repair. If you don’t have access to our website, you can call us on 0330 343 0016.

We continue to provide all emergency repairs within our target of 24 hours.