It’s been nearly five months since Mears joined us on an 18-month interim contract to help deliver our repairs service. Lanier Doyle, head of Repairs Partnering shared how things are going and what’s coming next.
When Mears came on board, we were facing a big challenge – a backlog of 7,000 repairs. We’ve worked hard together to bring that number down to 2,600. We understand how frustrating it can be to wait when something in your home or shared areas need fixing. So, we’re continuing to focus on doing repairs faster, better and with less hassle for you. We genuinely appreciate your patience and understanding as we keep working on improving our repairs service.
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Back in February, the average wait time for a routine repair was 102 days – far too long and well outside our 21-day target. We’re really pleased that the average wait for new routine repairs is now down to 16 days. We know that not everyone is seeing that just yet. Some older or more complex repairs are still taking longer, with current wait times for those around 55 days. To help speed this up, we’ve recently brought in five new specialist repairs contractors.
There’s still more to do, especially in areas like our communication and getting repairs fixed right first time. Thanks again for your patience and feedback – it really is helping us build a better repairs service for you.
To keep up to date with our latest performance figures and service improvements, visit our Facebook Repairs Group.
I joined Moat three months ago as the new Executive Director of Property and Assets. I’m responsible for making sure your homes are well looked after – and that includes how we manage your repairs.
I’ve been working closely with Mears, our interim partner, and our repairs team to make improvements. We’re all committed to getting our repairs service right. Thanks to your feedback we’re already making progress.
I know some of you are still not having a great experience and I’m really sorry if that’s the case for you. We’ll keep working hard to put you first and make our service better for everyone.
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