You said...
Getting repairs right first time makes all the difference
"Steve was very personable. He understood my mum has dementia and was incredibly understanding, helping us through a difficult situation.
The whole thing - from when I phoned, to the finish of the job - took less than two hours.
No fuss, no drama, just brilliant service. The out of hours service was also excellent. Thank you to all involved."
When something goes wrong in your home, you expect us to put it right properly, quickly and with as little disruption as possible.
This year, we carried out 121,963 repairs, with 75.6% completed right first time!
(Last year: 91,504 repairs completed, with 64,668 on time).
While this means most repairs were resolved in a single visit, some customers still experienced delays or needed more than one appointment.
We know this can be frustrating, so we’re working hard to improve. We also know that the way we communicate during a repair, and how often, is just as important to you as repairs being easy to report and being fixed quickly - so this is something we're working on, too.
Repairs completed in 2025-26
Target 76%
You told us that reporting a repair should be quick and easy.
So, we continued to improve MyHome, our online customer portal, making it easier to report repairs, quickly and flexibly, at a time that suits you.
MyHome logins during 2025-26
Repairs reported through MyHome during 2025-26
You told us it can be frustrating when multiple visits are needed to fix an issue.
So, we’re improving our service by making sure we have the right information from the start.
TechSee is a secure tool that lets you share photos or videos of an issue with us before an appointment.
By understanding the issue before attending, we can see what work is needed and make sure we bring the right equipment – helping to cut down on avoidable delays and get more repairs right on the first visit.
In 2025-26, customers used TechSee 12,562 times, with 45,051 images snapped to help us diagnose repairs!
The feedback we've had has been great, with you giving TechSee an average score of 4.9 out of 5! (1,744 survey responses)
"Very helpful. He was able to see extent of damage and assess the situation quickly."
Keeping you informed every step of the way
When you report a repair, you want to know what’s happening, who is responsible for dealing with it and what happens next. This year, we’ve focused on providing clearer information about appointments, keeping you updated and making sure you’re told quickly if plans change.
“Repairs have been dealt with very professionally and sorted out quickly, with good communication in between. I feel lucky to finally have a forever home that is safe and secure.”
"Karen has been extremely helpful and professional throughout what could have been a stressful repair process. Communication was clear, timely and reassuring at every stage, and she was proactive in coordinating contractors, explaining next steps and following up on progress. Issues were handled calmly and efficiently, with genuine consideration for us. I really appreciated the transparency and organisation, and the way the situation was managed from start to finish. Thank you for making the process as smooth as possible."
We'll continue to focus on getting repairs right the first time, reducing avoidable delays and keeping you informed at every stage.
This year, we also:
- Updated how we prioritise urgent repairs, dealing with the most serious issues quicker and making sure we focus our time and tools where we’re needed most.
- Offered flexible appointments wherever possible, including appointments outside traditional working hours, and at weekends. We know that life doesn’t stop for a repair, so we do all that we can to make it easier to arrange a repair around work, family and any other commitments you may have.
- Increased quality checks on completed repairs and monitored how our contractors have been doing. By checking completed work, reviewing your feedback and learning from complaints, we identified where things were working well and where improvements were needed.
