Positive start to our partnership with Mears
As you know, we made the decision to switch our repairs partner from Morgan Sindall to Mears to improve your experience. We have an 18-month interim contract with Mears while we work to find the right long-term partner to manage our repairs and maintenance service from September 2026.
Lanier Doyle, Head of Repairs Partnering, and her team are responsible for overseeing the interim contract and now that we’re two months into our partnership with Mears, Lanier has an update on how things are going.
Our partnership is off to a positive start and we’re already seeing improvements:
- Average wait time for a routine repair has dropped from 102 days to around 40 days*.
- We’ve reduced long-standing repairs by 1,000 jobs, while handling around 800 new repair requests weekly.
- The quality of our repairs has improved, with first-time fix rates increasing from 78% to 87%.
- We’re consistently meeting or close to our target of 99% attendance within 24 hours for emergency repairs.
- Customer complaints have dropped from 40 to 12-15 per week, with more positive feedback about our service and Mears operatives.
I know this isn’t everyone’s experience and I’m genuinely sorry that some of you are still experiencing unacceptable wait times and repeat visits to get your repairs resolved. Bringing in Mears isn’t a quick fix but I’m confident we’re heading in the right direction. Thank you for your patience as we work to get our repairs service back on track.
What you can expect moving forward:
- Mears will contact you directly about existing repair appointments.
- We’re prioritising our longest-waiting repairs and focusing on households with vulnerabilities.
- We’re working to send the right operatives with the right parts
first time. - Improved waiting times for routine repairs.
To stay updated with any repairs related news and our weekly performance figures, join our Moat Repairs Service Facebook page.
*figures correct as of 7 April
