Repairs service update – performance at the end of September 2024
We know that repairs are one of the most important services we provide.
We often see great feedback from residents for members of our team and the quality of work they complete. But we know there are improvements residents want us to make to this service. Especially to:
- Provide repairs more quickly
- Increase the amount of repairs we get right at the first visit
- Improve communications, particularly when there are delays to completing a repair and keeping residents better informed about what will happen next.
We included these as areas we need to improve in our report on the Tenant Satisfaction Measures and our annual complaints performance improvement report, both published in June this year.
What are we doing to improve repairs?
[Executive Director for responsibility for repairs and maintenance provides and update in this video on our repairs service.]
We have a repairs improvement plan in place. We are now one year into that plan and our teams continue working hard to make the improvements needed. Our original plan had 100 actions and we have completed 58 of them. We have significantly increased investment in the service and continued to use contractors to enable us to complete more repairs, tightened controls over our work planning, and improved our use of technology to help us work more efficiently.
As a result of these improvements, we have consistently been completing more repairs since we launched the plan. But we know that there is more we need to do.
We’ve taken some time over the summer to reflect on our actions in the improvement plan and what our next priorities should be. This article includes an update on where we have got to and next steps. We want to make sure resident feedback guides the improvements we take forwards, so we can be clear on your expectations, what we would need to do to meet them, and how long this would take us.
We want to hear from you!
We plan to share the repairs improvement plan with residents later this year for your feedback through our online community, Settle Connect. We want to hear your thoughts on the work we prioritise in the improvement plan and how we keep you updated on this.
Sign up to Settle Connect so you are ready to give feedback when we post the repairs plan, and you can see lots of other projects you can already give your feedback on. We will also provide ways for residents to provide feedback on our repairs plan by phone or post.
Repairs improvement – focus areas:
Emergency repairs
We continue to complete 100% of emergency repairs within 24 hours. Please always contact us whenever you need a repair and we will continue doing all we can to book in routine repairs as quickly as possible.
Report a repair
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 and pick your own appointment date and time when reporting a repair. You can also call us on 0330 343 0016.
