Residents help shape the future of repairs services
Thank you to everyone who took part in our recent repairs standard review. We spoke to 52 residents from Settle and Paradigm, and your feedback is helping us shape the future of our repairs service as we plan for 2027 and beyond.
What residents told us
The drafted plan for repairs was generally well received, and residents supported the idea of having one consistent repairs standard for the new organisation. However, feedback shows there are still some improvements to be made.
Many residents said they only become aware of the repairs standard when they need to report a repair. This can be frustrating, especially when something has already gone wrong.
You also told us that some of the language used in the standards can be unclear. For example, words like “urgent” may create expectations that do not match current repair timescales. Some residents also said that “working days” can be confused with “calendar days”, leading to disappointment when repairs take longer than expected.
Some residents also suggested an extra category for repairs that are urgent, but not emergencies, if this can be delivered reliably.
How your feedback is helping
We are using your feedback to improve our repairs service by:
- Making repair timescales clearer and easier to understand
- Making repairs standards easier for you to find
- Providing clearer expected completion dates when repairs are booked
- Making sure any future changes are realistic and achievable
We will continue to keep you updated on the progress of this work and how your feedback is being used.
If you are interested in more opportunities to get involved and help shape our services, please email engagement@settlegroup.org.uk or register for Connect here.
