Tenant Annual Report 2025
Section 6: Repairs and maintenance
We've been working hard to improve our repairs service to make sure we better meet the needs of our customers.
How we performed in 2024/25
Tenant Satisfaction Measures | 2023/24 | 2024/25 |
Satisfaction with the repairs service | 69% | 67.7% |
Satisfaction with the time taken to complete the most recent repairs | 63% | 61.8% |
Repairs completed within target timescale: |
|
|
Non-emergency (Routine work - 20 working days (four weeks) | 78.7% | 82.5% |
Emergency (Emergency work - 24 hours) | 95.1% | 97.4% |
Key Performance Indicators | 2023/24 | 2024/25 |
Repairs done right the first time | 89% | 91% |
Appointments kept as a percentage of appointments made | 93% | 97% |
Satisfaction with most recent repair | 84% | 84% |
What we achieved in 2024/25
- worked with tenants to agree a new Repairs Policy
- brought more jobs in-house (like roofing, fencing, garden clearance, and damp/mould work) to speed things up and reduce reliance on contractors
- created new teams to enhance tenant support and tackle damp and mould issues
- started a programme to prevent damp and mould in empty homes before new tenants move in
- helped provide over 100 temporary homes for people experiencing homelessness
In the next 12 months:
- keep reducing the use of outside contractors to save money and improve service
- test smart home technology that can spot and fix problems remotely
- start using drones to inspect roofs and tall buildings
- work with tenants to improve how repairs are scheduled and how support is provided during major works
- review the stock held on vans to reduce time lost when visiting building merchants