June repairs service update

Two settle vans

Our target is to complete 90% of all routine repairs within 28 days. This target is set for the year which runs from 1st April to 31st March. We ended the year that finished on 31st March 2024 having completed 72% of all routine repairs within target.

We have a repairs improvement plan in place, and as part of this our teams are focussed on providing routine repairs more quickly and completing more repairs on the first visit.  

We can see that the improvement plan is having a positive impact. For all routine repairs we have completed within the 28-day target in April and May 2024 we have improved by 5% to 77% overall.

For those repairs raised and completed since the 1 April 2024, we are completing 87% within target. So, for newer repairs received the improvement is more significant.

In previous updates we have included information about areas we are focusing on through the repairs improvement plan. This included reducing the number of jobs we have open in our systems at any one time. Fewer jobs open means that we are able to complete new repairs more quickly. The number of jobs we are working with is expected to decrease by around 400-500 from where we were in March 2024 (over 2800) to around 2300-2400 by the end of June 2024.

The repairs improvement plan includes three other important changes. We are pleased to provide an update on the progress we are making.

  • Implementing a new repairs diagnosis tool to help get more work done right first time – this is now live for colleagues in our Hub contact centre and also through resident online accounts.  
  • We’re also working on our reporting and the way we use our IT systems, to improve the experience for residents when we book and carry out a repair, and to make our repairs service more efficient. We are on track for these projects to be completed over the summer – the IT project is due to be completed in July, and we expect to complete work on our reporting systems in October 2024. 

We will continue to provide monthly updates on our website until we have made the improvements needed to the repairs service.

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.