We've formed a new team to keep residents updated on repairs

Because residents say we sometimes don’t follow up about repairs.

Close-up of door lock being installed with power drill

At our residents conference last year, we heard that many of you agree with the long-term plans we have to improve the quality of your homes, the systems we use and the way we interact with you.

However, we also heard that we could do more to build your trust in us. Residents who attended told us we should focus on repairs, complaints and making sure you know who your Neighbourhood Housing Lead is.

We know that getting repairs right is one of the most important things for you. We want you to be able to say, “When you came and repaired something in my home, I knew what to expect, you delivered on my expectations, and I was treated with respect.”

Where we can, our aim is to fix more issues on the first visit. But sometimes this isn’t possible, and repairs take longer to put things right.

We set up a new team at the end of December 2024 who focus on these outstanding repairs. Their role is to act as advocates for you, making sure these issues get prioritised and completed in a timely manner, with regular communication along the way.

So far, this team has worked on over 700 repairs and helped make sure that over 300 are completed. There’s a lot still to do, but we’ve had positive feedback from many of you so far.

Here’s what you’ve been saying:

“The new team is brilliant at keeping me informed, and communication is a wonderful thing.”

“The job was done to a high standard…it was an excellent job.”

“Very happy with the communication from the team, thank you! Very happy with the operatives and the work carried out. It was all left clean and tidy.”

Stay tuned, as we’ll be updating you about changes to how we handle complaints and work with you in your neighbourhood in the coming months.