Repairs service update – February 2024

Two settle vans

Our target this year is to complete 90% of routine repairs within an average of 28 days. At the end of January, we completed 74% of repairs in target that month, with 72% of routine repairs completed within target overall this year (between April 2023 to January 2024).

We know repairs are one of the most important services we provide.

We have a plan in place to provide repairs more quickly and our teams are working hard to deliver this.

We will continue providing monthly updates on our website until we have got timescales for completing repairs where we want them to be.

An early focus of the plan has been to reduce the number of open jobs on our systems. The fewer jobs we have open, the quicker we will be able to book in new repairs and complete them.

We managed to reduce our overall number of open jobs by just under 1,000 from June to December 2023, achieving our target in December to have less than 2,450 open jobs. However, we are continuing to see higher demand than in previous years. In January 2024, we received 1,000 orders more than usual, particularly impacted by the storms and requests for support with roofing and fencing works. Due to the improved resourcing we have put in place, despite receiving the extra 1000 orders, our overall number of open jobs only rose by 400 as we continue to complete more works than before. We have also reduced our average days to complete work in the last 3 months to 24 days from 26 as an overall figure this year.

Our original plan was to be completing 90% of new routine repairs in target by June 2024. We are currently reviewing this as a result of the higher than forecasted demand during recent months. We will complete our review and provide another update during March, including details of when we expect to achieve target.

We continue to complete 100% of emergency repairs within 24 hours and will continue doing all we can to book in routine repairs as quickly as possible.

Please continue to contact us when you need a repair to your home, letting us have as much information as possible about the work needed and your personal circumstances.

You can report your repair through our website – we’ve improved our report a repair feature online and you can now pick your own appointment date and time when reporting a repair. You can also call us on 0330 343 0016.