Improving our repairs service – update October 2025
We know that completing repairs quickly, getting them right first time, and keeping residents informed are what matter most.
Following feedback from residents and looking at ways to make improvements to our repairs service, we have been working to a repairs improvement plan. We shared an update of the progress we made at the end of June and are now providing another update to highlight our continued improvements through to the end of October.
As part of this, our responsive repairs teams now focus on day-to-day jobs, while a specialist team handles larger or more complex repairs. We’ve also improved scheduling of repairs and ensured our vans are better stocked, reducing the need for follow-up visits, with further changes underway to make this even more effective.
We continue to complete all emergency repairs on time.
Improvements made since the launch of repairs plan
- 4 out of 5 repairs are now carried out by our in-house teams.
- Each repairs colleague completes on average 3.3 repairs per day, close to our target of 3.5 by March 2026.
- Routine repairs completed within 28 days reached 92.1% in October 2025, exceeding our goal of 90% set for March 2026.
- Average wait times for routine repairs dropped to 15 days in October 2025.
- Since October 2024, the number of repairs in progress has fallen by around 64%. which means we can book new repairs in more quickly.
From the responses gathered through the tenant satisfaction measures surveys between April 2024 to the end of March 2025, we have also seen steady improvements across all areas of our repairs service.
These improvements reflect our ongoing focus on timely, high-quality repairs and keeping residents informed, which is one of our five key areas for improvement.
Next steps
We are reviewing how operatives are assigned to jobs, and will provide further updates as they happen. We’ve also published a repair responsibilities guide and updated our FAQs on My Settle Portal, to provide clearer information on timeframes, responsibilities, and next steps for residents.
We will continue to monitor performance closely and remain committed to making further improvements to the service. We will share regular updates on our progress.
Report a repair
Please continue to contact us when you need a repair to your home and we will continue doing all we can to book in routine repairs as quickly as possible.
You can report your repair through My Settle Portal and pick your own appointment date and time when reporting a repair. You can also call us on 0330 343 0016.
We take all reports of damp and mould very seriously. If you have concerns about mould in your home, and we are not already working with you to resolve it, please let us know. You can report this to us by completing an online form to provide more details or contact us directly.
