The average time you are waiting for repairs to your home has fallen by more than two weeks after we introduced a range of service improvements.
In your last Shine magazine, we revealed we were moving trades teams and using more contractors after you told us you were waiting too long for some repairs.
Since then, we have also restructured our Homes Solutions Team and worked with the resident-led Customer Influence Committee to update our Repairs Policy and our targets for completing repairs.
Back in May, it took us, on average, 44 days to complete your repair. The average waiting time is now down to just under 29 days.
Better communication
This summer, we also introduced extra checks that you are home and still require a repair before we visit. Thanks to these changes and your support, this has been reduced to just 3%.
Still work to do
In a handful of areas, including general building works, we are sometimes still taking too long to complete your repairs. Our teams are working hard to reduce those waits and are focusing on giving you updates as soon as possible. If you’re not satisfied with the repairs service we provide, then we want to hear from you. Please get in touch with us and do complete any surveys you receive from us.
How long should my repairs take?
- Emergency – within 24 hours: a serious risk to the health, safety or security of you or your home
- Urgent – within 7 days: an issue that needs to be repaired quickly but does not pose an immediate risk to you or your home
- Routine – within 28 days: an issue that may be inconvenient, but does not seriously affect your ability to enjoy your home
- Planned – within 90 days: larger or more complicated repairs, such as fencing, where there is no risk to you or your home.
