Working to improve our repairs service

Our tenants told us that they wanted us to make improvements to how we manage repairs in their homes.

So, earlier this year, we bought our repairs team back in house and closed our facilities management company Centigen FM. Since then, we’ve been looking at how we can reduce the back log of repairs, improve our repairs service, and make sure that we get more jobs right first time.

We’ve also worked #Twogether with tenants to review and relaunch our Repairs Policy and agree target timescales for completing routine, urgent and emergency repairs. You can read more about this here: New Repairs Policy designed with tenants launches.

The repairs performance targets that we agreed with tenants were:

• 80% of routine repairs completed within 30 days
• 85% of urgent repairs completed within five days
• 100% of emergency repairs completed within 24 hours

Between April and June 2025, our tenants reported more than 3,700 repairs to our team and we completed:

• 80.06% of routine repairs within 30 days
• 84.19% of urgent repairs within five days
• 95.71% of emergency repairs within 24 hours

We’ve also reduced the number of outstanding repairs to just 190 and have a plan to reduce this to 150 by the end of October.

We’ve made some great progress in delivering the changes that our tenants want to see, but we know that there is still work to do. We’ll continue to listen to our tenants and use what they tell us to make improvements to our repairs service and share updates on how we are doing with them.