Improving our repairs service – update April 2026
We know that completing repairs quickly, getting them right first time, and keeping you informed are what matter most.
We shared an update of the progress we made at the end of October 2025 and are now providing another update to highlight our continued improvements through to the end of March 2026.
Over the last year, we’ve been working with colleagues and residents to improve our repairs service through our Repairs Service Improvement Plan.
This work has included improving communication at every stage of a repair, making it easier to book and manage appointments through My Settle Portal, and increasing the number of repairs we complete on the first visit by making sure our teams have the materials they need. We’ve also improved how we schedule repairs, so there’s less time between appointments and more time spent fixing issues, and how we track and manage repairs so they can be completed more quickly, with clearer standards so you know what to expect.
We’d like to thank everyone who shared feedback and helped shape the changes we’ve made.
What’s improved
- Over the last year (April 2025 to March 2026), we’ve:
- Completed just over 4 in 5 repairs by our in-house teams
- Achieved our target of 3.5 repairs per colleague per day in the final three months of the year, meeting our March 2026 target
- Completed 80.4% of routine repairs within 28 days and exceeded our 90% target for three consecutive months
- Reduced average waiting times from 32 days to around 21 days
- Completed 99.9% of emergency repairs on time
One of the biggest improvements has been reducing the number of repairs in progress. Since October 2024, this has fallen by more than half to fewer than 1,300, meaning we can now book new repairs more quickly.
We have also made significant progress in dealing with damp and mould, with cases reducing by 96% since April 2024.
Feedback from residents through Tenant Satisfaction Measures continues to show strong satisfaction with our responsive repairs service, with further improvements seen throughout 2025/26 as service delivery becomes more consistent.
Next steps
We’ll continue building on these improvements, including developing new features such as ‘operative on the way’ updates, so you have better visibility of your repair and know when to expect us.
This work will also support the integration of Settle and Paradigm repairs services as we bring systems and ways of working together.
We will continue to monitor performance closely and share regular updates on our progress.
Report a repair
If you need to report a repair, you can do this through My Settle Portal and choose your own appointment date and time. You can also call us on 0330 343 0016.
We take all reports of damp and mould seriously. If you have concerns about damp or mould in your home, and we are not already working with you to resolve it, please contact us as soon as possible so we can help. You can report this to us by completing our online form to provide more details or contact us directly.
