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Improving your repairs experience

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Improving your repairs experience

You've told us you want a repairs service that is faster and more reliable. We've listened and we've taken action.

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An update on our repairs partner

Following a detailed review of cost and quality, and completion of the Section 20 customer consultation, we’re in the process of awarding Mears our long-term repairs service contract. This 10-year partnership is focused on delivering a more reliable, high-quality service.

We’ll continue improving current services as we prepare for the new service, which is expected to launch in late summer 2026.

Stanhope PFI residents: Your repairs will continue to be managed by Morgan Sindall Group.

An update on fence repairs

We know many of you have been waiting for fence repairs to be completed, and we appreciate your patience. To ensure we can continue to reduce our backlog of existing repairs and attend emergency repairs promptly, we’re taking a planned approach to fence repairs.

Your frequently asked questions

Naturally you'll have some questions about our long-term repairs partner. We've answered some of them here – please get in touch with us if you have any more questions.

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How we're performing

Our monthly repairs performance update

21
Trending upward

the average number of days for a routine repair.

Last month: 23 days

93
Trending downward

of our emergency repairs are completed within 24 hours.

Last month: 94%

81
Trending downward

of our customers are satisfied with their completed repair.

Last month: 83%

Published: Wednesday 10 June 2026

Next Update: Monday 20 July 2026

Our specialist contractors

  • Alongside our main interim repairs partner, Mears, we now work with a number of trusted specialist contractors. Bringing in this extra support helps us deal with more complex and long-standing repairs, reduce delays, and get things fixed faster for you.

  • These specialists focus on repairs outside of Mears’ day-to-day work:

    • CCR Property Services (drainage)
    • Bell Group
    • Houghton
    • Armour Hart
    • Sureserve (heating)
  • What this means for you

    We believe it’s important to have the right people for the right job, so your home gets the care and attention it needs. By adding these specialist contractors, we’re already seeing real improvements and that means a better repairs service for you.

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Thank you for your feedback

While we’re getting ready to launch our new long-term repairs service with Mears later this summer, we’re still focused on delivering you a great experience now.

Your voice has been at the heart of the improvements we’ve already made to the service - as it helps us understand what we’re doing well and where we need to do better.