Our post-lockdown repairs recovery plan

Our post-lockdown repairs recovery plan

Update: July 2022

At the end of March 2022, we could see that it had taken an average of 24 days during the past year to complete routine repairs. During the same time, we could see that our trades teams successfully met our target of completing 95% of repairs on the first visit.

We continue to do all we can to reduce the time it takes us to complete repairs. As part of this we have recruited new colleagues into our trades teams to help us provide repairs more quickly.

In October 21 we had around 2000 ‘live’ jobs. We have managed to get that down now to around 1300, and we’ll continue working to our target of around 1200 live jobs at any one time.

At the start of July, we could see that just over 30% of routine repairs are already being completed within 15 days.

It is taking slightly longer for some routine repairs, like fencing and carpentry, to be booked in. This is often due to things like availability of materials. Our teams will always do all they can to book these in as quickly as possible, sometimes using external contractors to do this.

We continue to complete all emergency repairs within the target of 24hours.

Update: January 2022

Following measures introduced by the government in early December 2021 to control the spread of coronavirus, our teams at settle are still working hard to deliver all services in our homes and neighbourhoods, including repairs.

Some of our colleagues have been affected by Covid, which causes delays with services, in particular completing some repairs if a colleague had been due to work on this. We know this can be frustrating, but we ask you to bear with us until the numbers of infections begin to reduce.

We continue to do everything possible to reduce the time it takes us to complete all routine repairs. As part of this, we’re pleased to confirm that we have recruited new colleagues into our trades teams and will continue to grow these teams. In the meantime, we will look to carrying out repairs through our contractors, where that is appropriate to help us continue to improve on the turnaround times for these services.

Please continue to contact us if there are any repairs needed to your home, letting us know as much as you can about your personal circumstances and we will arrange all work as quickly as we are able to.

Update: August 2021

The last year has been challenging for everyone – this includes our residents. We know the lack of services available due to periods of lockdown has been frustrating. During this time, in line with Government guidelines, we were only able to carry out emergency repairs for a large portion of 2020 and the early part of 2021.

This means that there is a backlog in repairs; whereby many customers are only just raising their repairs with us as restrictions have lifted whilst others logged the repairs but understood that we would be carrying the repair out once guidelines permitted.

We usually aim to complete all repairs within 18 days. We are currently completing repairs, on average, within 22 days, but some trades are taking considerably longer than this. You would have seen in the news, there are some challenges nationally with supply chain including access to specialist labour in some trades, parts such as fencing and plaster boards. Unfortunately this is also affecting us at settle. For some trades, it just means we have fewer appointment slots, as well as managing a backlog.

Currently you will not need to wait more than 20 days for electrical, plumbing and carpentry repairs to be completed. Other repairs are taking a bit longer to complete, these include fencing, plastering and ground works. Below is an average wait time for appointments for the following trades:

Average wait time in days for appointments by by trade

Carpentry 17
Electrical 18
Plumbing 19
Roofing 53
Ground works and drainage 60
Fencing 77
Plastering 128

What are we doing about it?

We are working through the repairs from the oldest to the newest, within this we are taking in account individual circumstances of residents, including impact on emotional and mental wellbeing.

We have also rebooked all appointments for repair jobs that were raised during the periods of lockdown and will make sure you are kept informed of the progress if there are any changes to this.

We currently have 1783 ‘live jobs’, we usually operate at approximately 1000 live jobs at any given time, which is what we are working to get back to – we believe we will be back at this level by the end of October 2021. We are achieving this through increased appointments earlier in the morning, more appointments in the evenings and weekend.

Where possible we are also working with external trades contractors so they can help to reduce wait times for customers. We are actively seeking providers to help us with fencing and plastering work, however as mentioned these are areas that supply chain is a challenge in.

We understand waiting can be frustrating, we are working to reduce the wait times for appointments – we’re always happy to hear from you on suggestions of how we can do things better. We thank you for your patience during this time.