Improving our repairs service: Bringing our team back in house
We know that the repair and maintenance of our homes is really important to our tenants and that, in the past, we’ve not always got this right.
Our tenants have told us that repairs are taking too long to complete and that they struggle to get updates and information on the repairs they have booked in. They’ve also said that it doesn’t always feel like our teams are working together effectively, which makes us difficult to deal with and leaves them feeling frustrated.
We’ve listened to what our tenants have told us and have been looking at what we need to do to make the improvements our tenants want to see. We’ve also looked at the processes that sit behind our repairs service and spoken to our repairs team to get a deeper understanding of what needs to change.
Having looked at all of this, we have made the decision to bring our repairs team back in house.
This will help us manage the repairs process from start to finish more efficiently, shorten the repairs process and make it easier to make improvements to the service going forward. These changes should help us reduce the time it takes to complete most of the repairs in our homes.
It will also bring our teams closer together and improve communication across the whole organisation. This will help our teams work more closely and provide a better more joined-up repairs service for tenants.
We want to make it easy for tenants to get repairs completed in their homes and continue to improve our repairs service. Bringing our repairs team back in house will help us achieve this.
What does this mean for tenants?
We’ve listened to what you have told us and are making this change to help us deliver improvements to our repairs and estate maintenance service. When we make the change, you won’t see any disruption to our repairs service and any repairs due in your home will still be done.
There will be no changes to how you report a repair or your Tenancy Agreement and your home will still be repaired and maintained by Two Rivers Housing.
We want to deliver a great repairs and maintenance service for our tenants and hope that over the coming months you’ll start to see improvements too.
Other changes you might notice
We are changing the signs on our vans. This will take a bit of time, so some of our repairs team may come to your home in a plain white van while we complete this work.
The team will also have new Two Rivers Housing uniforms and ID badges and will be wearing these from the beginning of April 2025. We’ll share photos of the new uniforms on our website and social media pages and in Tenant Topics.
Remember, our repairs team will always have an ID badge and if you are ever unsure if the person at your door is who they say they are, you can call our team on 0800 316 0897 to check their identity.
When will the changes take place?
There are lots of things we need to do to make the changes, but subject to the consultation with the Centigen team and various approvals, we hope to complete the transfer by 1 April 2025.
Where can I find out more?
We know you might have some questions about the changes, so we’ve created a Frequently Asked Questions document for you.
If you have any other questions, you can get in touch in the usual ways by telephone, email, through our website or on our official social media channels.
