Your services
Repairs
2021-22 has definitely been a challenging year for delivering your repairs, but there has been a lot to shout about too.
The national shortage of materials and labour, the cost of living crisis and issues further afield such as the conflict in eastern Europe, has put a big strain on our supply chain. In short, getting skilled tradespeople out to jobs, with the right materials and keeping equipment and vehicles running has never been more difficult.
Despite this, we're really pleased that we were able to deliver 98,000 repairs during 2021-22, and we're happy to see that our overall satisfaction score has risen to 84% (82.6% in 2020-21).
Overall customer satisfaction with repairs
We’ve also managed to reduce the time it takes to get a home ready for someone to move into to 12 days, helping us to tackle the housing crisis and make sure that homes are ready for the people that need them.
With a focus on long term partnerships with our contractors, we've been able to measure and monitor performance much more closely. Through your feedback, we also know that there are areas for improvement and, where performance hasn’t been where we’ve wanted it, we’re working with our suppliers to get it back on track. Through training and better communication, we've also been making sure that our contractors know the standards we expect when they visit your home.
Repairs completed
Last year 75,000
Our repairs spend
Last year £15.8m
Gas Safety Compliance
Last year 99.95%
Working in partnership with Wates to improve our communities
Take a look at how we've worked with Wates, one of our contractors, to improve the facilities at Jonathan Court, Milton Keynes:
What we've spent on your repairs during 2021-22
Gas Safety
Last year £4.9m
Electrical Safety
Last year £478k
Painting & Decorating
Last year £1.2m
General Home Improvements
Last year £573k
Fire Safety Improvements
Last year £468k
Planned Maintenance Budget
Last year £12.6m
Improving our grounds maintenance service
We know that our customers want to feel proud of the communities they live in and our grounds maintenance and cleaning services are in place to keep the areas around your home neat and tidy.
We know that sometimes our service doesn’t meet your expectations and we’re working with our contractors to improve the service you receive, and make it much clearer what your grounds maintenance and cleaning services do and don’t include.
Our Community Champions programme was put in place to be an additional set of eyes and ears on the ground, doing walkabouts of their local community and reporting issues so we can get them fixed as soon as possible. In 21/22, 35 customers joined the programme.
In 22/23 we’ll be putting new contracts in place for grounds maintenance and cleaning, with a new customer friendly specification so you can see exactly what you’re getting.
We’re really grateful to the customers who joined our workshops and fed back to us about our services.