How we’re providing services at this time

Please continue to contact us if there are any repairs or support we can provide to help you live comfortably in 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.

If you need to report an emergency repair, please call us immediately or you can do so on our website.

If you’re self-isolating at the time of any appointment arranged with us, please continue to let us know, so we can reschedule any appointments for you if needed and discuss how best you’d like us to communicate with you.

Repairs

We usually aim to complete all routine repairs within 18 days. At the end of March this year, we could see that it has taken an average of 24 days during the past year to complete routine repairs. During the same time, we can see that our trades teams successfully met our target of completing 95% of repairs on the first visit.

We will continue to do all we can to reduce the time it takes us to complete repairs. We mentioned in our last update that as part of this we are recruiting new colleagues into our trades teams to help us provide repairs more quickly, and we have been really pleased to welcome these colleagues to settle during recent weeks.

Customer service centre

Recently it has taken us longer than we would like to answer calls and respond to emails. We have plans in place to improve on this, as part of which we have recently welcomed new colleagues into the Customer Services Team. We’re prioritising their training on repairs as we know that’s why most customers contact us. We now also have Charlie Barron, a very experienced leader in place and we will further recruit to the team over the coming months.

Decent Homes Standard

Our priority at settle is to provide homes that are safe and comfortable for residents to live in.

One of the ways we measure how well we are doing this is through the number of our homes that meet what is called the Decent Homes Standard set by the government. We were working to achieve 100% of our homes meeting the Decent Homes Standard by the end of March. We are pleased to confirm we met this target, and will continue working to maintain this during the year ahead.