I want to give you an update on our repairs service - what’s improved, what still needs work, and what you can expect next.
Interim contract update
We’re now halfway through our 18-month interim contract with Mears, who came on board in February to help us get our service back on track.
When they joined us our repairs service wasn’t in a good place. We had nearly 7,000 outstanding repairs, with many of you waiting far too long to get routine repairs fixed in your homes and communal areas. We heard your frustration, and we knew things had to change.
Since then, thanks to the partnership between Mears and our teams, and most importantly, your feedback and patience, we’ve made some real progress. From day one, Mears’ customer-first approach has matched our own, and that shared commitment has helped us start to turn things around.
What’s improved
The repairs backlog has been significantly reduced – we’re now down to 2,774 outstanding repairs as of 30 September 2025. This includes 103 long-standing and 2,671 routine repairs. Average wait times for routine repairs have dropped from 102 days to just 19 days. Customer satisfaction is up to around 88%. Emergency repairs are consistently hitting our 99% target.
What still needs work
I know it hasn’t been a smooth time for everyone and if you’ve had a poor experience, I’m really sorry. We know there’s still work to do, especially when it comes to more complex or long-standing repairs. To help speed things up, we’ve brought in extra specialist contractors and we’re working on better communication, so you always know what’s happening and when.
We also know communal repairs are still an issue. These often involve several households and require more coordination, which can cause delays. We’re working with Mears to improve how we manage these jobs and just as importantly, how we keep you informed along the way.
What you can expect next
With winter just around the corner, our busiest time of year, we’re putting even more focus on getting repairs right the first time and making sure you stay updated from start to finish.
Thank you!
A big thank you to everyone who’s shared feedback, waited patiently or helped us learn. We know how important a reliable repairs service is to your day-to-day life, and we’re committed to making it better. We’re not there yet, but we’re on the right track.
