Published: 13 January 2025
Next update: 20 January 2025

We've committed to improving our repairs service and your experience. To keep you updated on our performance we’re sharing weekly performance figures with you.

Here’s a snapshot of our performance for the period of 6 to 12 January. You’ll see customer satisfaction has improved and is close to our target of 90% satisfaction. However, the average wait time for a routine repair has significantly increased from last week’s figure of 61 days and is nowhere near our 21 days target. The increase in wait time is due to the team focusing their efforts on completing long-standing routine repairs before we switch over to our new interim partner on 10 February.

If you pay a service charge for repairs and maintenance, you’ll have received a Section 20 Notice from us recently, to confirm we’ve now completed the tender for our interim repairs and maintenance contract.

The Notice provides details of the bids we’ve received and confirms that Mears Limited have been successful in their bid to deliver our repairs and maintenance services for an 18-month period, starting Monday 10 February 2025.

The final confirmation of this appointment will be made on 5 February, after the Section 20 consultation period ends. 

As a social housing provider, we are assessed by the Regulator of Social Housing (RSH), which ensures that registered providers are viable, efficient, well-governed, and able to deliver quality homes and services for current and future tenants.
The RSH evaluates us against its Regulatory Standards and grades our performance in three areas: consumer standards (C), governance processes (G), and viability (V).
Our latest judgement was confirmed by the RSH on 18 December 2024 following an in-dept assessment, resulting in a compliant rating of C2/G2/V2.

We've committed to improving our services by tailoring them to your needs. To do this, we'd like you to let us know if any members of your household have any vulnerabilities and disabilities.

Please take a few minutes to update us via your online customer account, MyMoat. Don't have an online account? Click here to sign up. You can also call us on 0300 323 0011 to update your information.