Lanier Doyle, Head of Repairs Partnering gives an update
Lanier Doyle, Head of Repairs Partnering
Since my last update in April, we’ve continued to focus on improving our current repairs service while preparing to launch a new long-term service later this year.
Find out what this will mean for you:
Many of you have seen positive changes, with repairs being completed more quickly and improved communication from us. However, I do know some of you are still experiencing delays. I understand how important it is to feel safe and comfortable in your home, and when repairs aren’t completed as expected, it can be frustrating. If that’s been your experience, I’m genuinely sorry.
How we’re performing
Between May and July, we completed 8,676 repairs, including routine, emergency and communal repairs.
The average wait time for a routine repair was 20 days and 95% of emergency repairs were completed within 24 hours.
We’re continuing to focus on reducing delays and improving our communication.
The start of something new
I’m excited to confirm that we’ll be launching our new repairs service on Monday 14 September 2026, marking the start of our long-term partnership with Mears. This new service has been shaped by what you’ve told us matters most - getting repairs done right, keeping you informed and providing a service you can rely on.
As well as working with Mears, we’ll have three additional specialist contractors to support more complex repairs and help prevent delays.
This means we’ll have greater flexibility to respond quickly, keep repairs moving and make sure the right people are carrying out the right work.
Behind the scenes, we’re getting everything ready for launch day, from our systems and processes to the teams delivering the service. This isn’t just an update to our current service - it’s a brand-new service designed to deliver a more reliable, responsive and customer-focused repairs experience.
What you can expect to see
From late August, you’ll begin to see visible changes to our service including new uniforms and vans. Plus, when we launch, we’ll have a new Repairs Offer guide, which will set out exactly what you can expect from our repairs service.
You’ll also see new features with our new, improved myMoat. Soon you’ll be able to report communal repairs, see what’s already been reported, track progress in real time and manage all your repair requests in one place.
As a shared owner, we know that you want to feel confident that your shared spaces are being looked after properly, and that repairs are resolved promptly. That’s why we’re making changes to improve how we manage communal repairs and the service you receive from us.
Many of you have already seen improvements, with communal repairs being completed more quickly and better communication from us. However, I know that some complex repairs are taking too long to complete. I understand that when communal repairs are delayed, it doesn’t just affect one household - it can impact everyone who shares a building or estate. If that’s been your experience, I’m genuinely sorry.
How we’re performing
Between May and July, we completed 1,475 communal repairs, including routine and emergency repairs.
The average wait time for a routine repair was 20 days and 95% of emergency repairs were completed within 24 hours.
We’re continuing to focus on reducing delays, resolving issues quicker and keeping you better informed.
The start of something new
I’m excited to confirm that we’ll be launching our new repairs service on Monday 14 September 2026, marking the start of our long-term partnership with Mears.
This new service has been shaped by what you’ve told us matters most - getting communal repairs done right, keeping you informed and providing a service you can rely on. As well as working with Mears, we’ll have three additional specialist contractors to support more complex communal repairs and help prevent delays.
Behind the scenes, we’re getting everything ready for launch day, from our systems and processes to the teams delivering the service. This isn’t just an update to our current service - it’s a brand-new service designed to deliver a more reliable, responsive and customer-focused repairs experience.
What you can expect to see
Later this month, you’ll begin to see visible changes to our service including new uniforms and vans. Plus, when we launch the new service, we’ll have a new Repairs Offer guide, which will set out exactly what you can expect from our repairs service.
You’ll also see new features with our new, improved myMoat. Soon you’ll be able to report communal repairs, see what’s already been reported, track progress in real time, all in one place.
As a homeowner, we know that you want to feel confident that your shared spaces are being looked after properly, and that repairs are resolved promptly. That’s why we’re making changes to improve how we manage communal repairs and the service you receive from us.
Many of you have already seen improvements, with communal repairs being completed more quickly and better communication from us. However, I know that some complex repairs are taking too long to complete. I understand that when communal repairs are delayed, it doesn’t just affect one household - it can impact everyone who shares a building or estate. If that’s been your experience, I’m genuinely sorry.
How we’re performing
Between May and July, we completed 1,475 communal repairs, including routine and emergency repairs.
The average wait time for a routine repair was 20 days and 95% of emergency repairs were completed within 24 hours.
We’re continuing to focus on reducing delays, resolving issues quicker and keeping you better informed.
The start of something new
I’m excited to confirm that we’ll be launching our new repairs service on Monday 14 September 2026, marking the start of our long-term partnership with Mears.
This new service has been shaped by what you’ve told us matters most - getting communal repairs done right, keeping you informed and providing a service you can rely on. As well as working with Mears, we’ll have three additional specialist contractors to support more complex communal repairs and help prevent delays.
Behind the scenes, we’re getting everything ready for launch day, from our systems and processes to the teams delivering the service. This isn’t just an update to our current service - it’s a brand-new service designed to deliver a more reliable, responsive and customer-focused repairs experience.
What you can expect to see
Later this month, you’ll begin to see visible changes to our service including new uniforms and vans. Plus, when we launch the new service, we’ll have a new Repairs Offer guide, which will set out exactly what you can expect from our repairs service.
You’ll also see new features with our new, improved myMoat. Soon you’ll see what’s already been reported, track progress in real time, all in one place.
Thank you for sharing your voice
Through surveys, workshops, lessons learned reviews and discussions with our Existing Homes Forum, your feedback is helping us create a better service for everyone.
We’ll keep listening, improving and keeping you updated as we move closer to launch.
