An update on our long-term repairs partner

A message from Gavin Cansfield, Chief Executive 

Hello 

I’m writing to share an important update about our plans for a long-term repairs service partner.

Before I do, I want to thank you for your continued patience. I know our repairs service hasn’t always been good enough. While things have certainly improved since Mears stepped in to provide the interim service, I understand this hasn’t been everyone’s experience. If we’ve let you down, I’m sincerely sorry.

An update on our long-term repairs partner

Over the past few months, we’ve been carefully reviewing the proposed long-term contract with Mears. We’ve looked closely at both cost and quality to make sure it delivers the standard you expect.

The Section 20 customer consultation is now completed, and we’re pleased to confirm we’re in the process of awarding Mears the long-term repairs contract. This will be a 10-year partnership, focused on delivering a more reliable, high-quality service.

What this means for you

There’s no immediate change. Mears will continue to provide the repairs service as they do today.

We’ll keep improving the current service while we prepare for the new one, which we plan to launch late summer 2026. This means working closely with Mears to make sure we’re confident everything is ready - from systems and processes to the people delivering the service.

Thank you

Thank you to everyone who has shared feedback with us. You’ve told us what matters most - reliable repairs, good communication, quality work and value for money - and this has directly shaped our approach.

A special thank you to Lorraine and the customer-led Repairs Forum members. Their input and challenge have been incredibly valuable.

What happens next

Keep an eye on our website, social media channels and newsletters for regular performance and service updates. 

Thank you again for your continued support and for helping us improve our repairs service.

Best wishes, 

Gavin Cansfield
Chief Executive