Repairs service – December 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 71% of them in that timeframe.

We continue working through our plan to deliver these more quickly, and providing 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 making an impact. This is 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 2600 by the end of November. We have managed to reduce the number of jobs open further during December 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.

The average days it takes us to complete repairs jobs has improved by four days since the period between April and June this year. In October we reported that we had witnessed a slight improvement to 70% of routine repairs within target. We have held that steady with a small rise to 71% in November.

We are aiming to hit our 90% of routine repairs in target by June 2024. We 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 continue to provide all emergency repairs within our target of 24 hours.

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