55▲
days
the average number of days it's taking to complete a routine repair.
You've told us you want a repairs service that is faster and more reliable. We've listened and we've taken action.
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.
Watch this short video to meet the team overseeing the interim contract.
Important: If you're a Stanhope PFI customer your repairs will continue to be managed by Morgan Sindall.
Published: 13 May 2025
Next update: 20 May 2025
the average number of days it's taking to complete a routine repair.
of our emergency repairs are completed within 24 hours.
of our customers are satisfied with their completed repair.
Here is a snapshot of our performance figures for the period of 5 to 12 May:
The average days for a routine repair have risen slightly to 55 days. We’re still prioritising oldest repairs, emergency responses and seeing those who are most vulnerable.
We pleased to see customer satisfaction is up this week at 88%. We know this has changed a lot in the last few weeks, and that understandably some of you are not happy with the time it is taking to get your repair resolved. Thank you for your patience while we work hard on reducing our wait times to give you the service that you deserve.
If you haven’t already joined our Moat Repairs Service Facebook page head over there now to keep up with the latest repairs updates and to share your feedback!
We’re making upgrades to our repairs service, aiming to improve response time and build resilience into our service for complex repairs. We’re currently in the process of selecting five new additional specialist contractors who will manage more complex repairs that go beyond those that Mears are already managing. These repairs include general building and specialist drainage services.
Having additional contractors will allow us to attend your complex repairs quicker. We’ll be able to share more details with you about these new services in early May.
We want you to be at the centre of any major changes that we make, so it’s only right that you’re at the heart of deciding our long-term repairs partner.
We’d originally planned to award our long-term repairs and maintenance contract to a new partner from July 2025. Having the 18-month interim contract now allows us more time to carefully review and select the right future repairs partner to meet your needs, with a service launch planned for September 2026.
You’ve spoke to us directly and through the Repairs Forum and we’ve listened to your satisfaction comments, suggestions and complaints. You’re at the forefront of our decision, and we’re committed to understanding your needs for an effective repairs service that works for everyone.
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Naturally you'll have some questions about our interim partnership and the long-term plans for our repairs service. We've answered some of them here – please get in touch with us if you have any more.
- We'll continue to engage with customers and work closely along with our customer-led Repairs Forum so we can select the right long-term repairs partner together.
As we continue our journey to improve our repairs service, we’ll keep you updated every step of the way! We’ll share service updates in our Customer Catch-up newsletters, along with regular performance information on this page and over on our Facebook Repairs Group. If you haven’t joined this new group, we loved you to join and connect with us.
If you’ve raised a complaint about MSPS this will remain on our system. We’ll continue to investigate your complaint and come back to you directly with a response. If your complaint is about an outstanding repair MSPS have previously worked on, any works needed to resolve it will be completed by Mears.
Any repairs that need follow-on work will now be completed by Mears. We’ll provide Mears all the job information MSPS have recorded. There will be in some cases repair jobs that we don’t have all the information we need. This may mean Mears will have to investigate and diagnose before completing your repair. If this is the case for you, we’ll let you know and keep you updated on the progress of your repair.
While we're tackling the existing backlog of repairs, waiting times for routine repairs will be unfortunately longer than our 21-day target. We’ll continue to prioritise emergency repairs and customers with vulnerabilities. Bringing Mears in isn’t a quick fix. There will inevitably be some delays to service over the next few months but we’re doing everything we can to minimise disruptions while we get our repairs service back on track.
We’ll continue to share our performance and wait times with regular performance updates on our website and social media channels.
That's true. Many of the same skilled operatives who worked with our previous contractor (MSPS) have joined our interim provider, Mears. This happened through a legal process called TUPE (Transfer of Undertakings Protection of Employment), which protects employees' rights when a service transfers to a new provider.
We were pleased about this transition, as our customer satisfaction ratings with these operatives were consistently high at around 90%. The challenges we experienced with our previous contractor were not related to the quality of the individual operatives themselves. All transferring staff have completed Mears' comprehensive induction training to ensure they understand and embody Mear’s values and customer-first approach.