Repairs
Boilers and heating systems
Kitchens
Bathrooms
Roof covers
Windows and doors
The Building Safety Act brought with it some big changes to the way housing associations manage safety.
We’ve really increased our skills in this area, bringing in new specialist teams, and making sure that all colleagues who handle repairs and maintenance think safety first.
Building safety legislation changes
Making sure you’re safe in your home is as important to us as it is to you. We also know that, when it comes to safety, your voice matters.
In summer 2023, we reached out to customers living in high-rise buildings to ask them to be a part of our new Customer Building Safety Group, helping us to understand what’s most important to our customers and how our decisions impact them.
The group works closely with our Building Safety team, which is committed to delivering a quality, localised approach to ensuring each of our high-rise buildings meets the standards set out in the Building Safety Act.
The group has offered crucial insights on how we can best engage and communicate with our customers about the ways in which we can work together to keep our buildings and customers safe.
You can find our updated safety information on our website.
We've also been listening to your feedback on our repairs service, and made some changes to improve it. This has included recruiting our new customer liaison officers, who work with our contractors to look at more complex cases. There's more on this here.
Repairs completed
Overall customer satisfaction with our repairs service
Your estate services
In 2023-24, we went through a rigorous procurement process to award contracts for our estate services, which includes things like grounds maintenance and cleaning in communal areas.
Before we awarded these new contracts, we took your feedback on board and made sure that our contractors agreed to greater accountability for the services they deliver. This included them signing up to an online portal where workers are required to upload photos of the work they do while they’re in your neighbourhood.
We know our service hasn’t always met your expectations, and our focus on improving contractor performance and making it easier for you to know what we should be doing and when will continue through 24/25.
We’ve designed new tools to make reporting problems with estate services and cleaning, and finding out when your service is due, easier. There’s more on our estate services just here.
Damp, mould and condensation
In October 2023, we launched a new team to focus on damp, mould and disrepair to offer a new layer of support to our customers.
The big focus for the team was to introduce a new case processing system that would improve the way we manage each report of damp, mould or disrepair in their home.
The team has also started working with two independent surveying contractors that specialise in damp and mould and a further two specialist damp and mould remediation contractors helping to complete the repairs that have been identified as the cause of damp and mould.
As well as continuing with their main areas of focus, the team is also connecting with some of our engaged customers such as the Scrutiny Panel to see how they can keep improving the support they offer.
We know understanding how damp and mould can be prevented and dealt with is really important to our customers, and we’ll continue to make sure we’re sharing useful information on this through our damp and mould guide and our Facebook Live series.
Working with our partners
We teamed up with Bell Group to transform some of the garden space at a scheme in Coventry to give customers more space to enjoy.
Responsive repairs spend
The repairs you report to us
Cyclical maintenance spend
The repairs we find out about during our checks and surveys
Gas safety
Electrical work
Painting and decorating
General home improvements
Major repairs
Fire safety improvements