New Repairs Policy designed with tenants launches

At the end of 2024, we ran some workshops with tenants to help us look at our Repairs Policy and make sure that it was fair, reasonable and clearly sets out what tenants can expect from our repairs service. Our tenants told us that:

• We need to get better at sharing information about repairs including timescales, what is an emergency, urgent and routine repair and how we communicate with tenants about repairs in their home.
• We need to be clearer on who is responsible for what in our homes including, what improvements tenants need permission for and what repairs are the tenant’s responsibility.
• We need to make sure that we collect money owed by tenants for rechargeable repairs, but we should take personal circumstances into account when chasing this and be upfront about the costs.

We’ve taken all of this feedback on board and used this to create our new Repairs Policy. We have also shared this with our Tenants Voice Group to make sure it is a true reflection of what our tenants told us they want to see.  

Our new Repairs Policy provides details on our repairs service including:

• How to report a repair.
• What we are responsible for as a landlord.
• What repairs tenants are responsible for.
• When tenants must seek permission to do improvement work and how to do this.
• How and when we will work with tenants to adapt their home to suit their needs.
• Information on rechargeable repairs and how we will work with tenants to recover costs.
• The definition of emergency, urgent and routine repairs with examples for each category.
• How we will carry out inspections to make sure the work completed is correct and of good quality.

Tenants also told us that we should focus on emergency and urgent repairs first and so we have reviewed some of our repairs performance measures to reflect that. Going forward we will aim to complete repairs in the following timescales:

• 100% of emergency repairs completed within 24 hours.
• 90% of urgent repairs completed within five days.
• 80% of routine repairs completed within 30 days.

We’ll share our performance against these measures with tenants through our communication channels so that they can see how we are doing.

We know that we still have some work to do to deliver the first-class repairs service our tenants deserve and will continue to listen to their feedback and work with them to make improvements.

If you’d like to be involved in helping us improve our services, you can find information on how to do this here: Getting involved.

You can also read view our new Repairs Policy here: Repairs Policy