You've told us you want a repairs service that is faster and more reliable. We've listened and we're taking action.
As we continue our journey to improve our repairs service, we’ll keep you updated every step of the way! This isn’t a quick fix – it will take time. Soon we’ll have an interim repairs partner in place and we’re working towards a long-term solution that ensures a reliable, quality repairs service.
Stay in the loop by visiting this page regularly or visit our new Facebook Repairs Service Group for the latest service updates and to check our weekly performance figures.
Published: 13 January 2025
Next update: 20 January 2025
We've committed to improving our repairs service and your experience. To keep you updated on our performance we’re sharing weekly performance figures with you.
Here’s a snapshot of our performance for the period of 6 to 12 January. You’ll see customer satisfaction has improved and is close to our target of 90% satisfaction. However, the average wait time for a routine repair has significantly increased from last week’s figure of 61 days and is nowhere near our 21 days target. The increase in wait time is due to the team focusing their efforts on completing long-standing routine repairs before we switch over to our new interim partner on 10 February.
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If you pay a service charge for repairs and maintenance, you’ll have received a Section 20 Notice from us recently, to confirm we’ve now completed the tender for our interim repairs and maintenance contract.
The Notice provides details of the bids we’ve received and confirms that Mears Limited have been successful in their bid to deliver our repairs and maintenance services for an 18-month period, starting Monday 10 February 2025. The final confirmation of this appointment will be made on 5 February, after the Section 20 consultation period ends.
Got any questions about the Section 20 Notices? Read our FAQ’s here.
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MSPS will continue delivering day-to-day repairs until 10 February 2025 along with Mears. If you've received a message about your repair being moved to Mears, no action is needed. They’ll be in touch with you directly about your repair.
Nothing changes in how you report a repair, so please continue to do so via our usual channels:
When reporting a repair, please let us know if you or someone in your home has a disability or is in a vulnerable situation. This helps us prioritise accordingly.
Our plan to have one main supplier to manage our day to day routine repairs, along with additional suppliers for specialist repairs, remains unchanged.
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 deliver this service to you from September 2026.
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Naturally you'll have some concerns about our decision, we've answered some of them here.
If you have any more, you can contact us.
- We’ve made the mutual decision to end our contract with MSPS as we believe this is the right thing to do to improve the service long term. We didn’t make this decision lightly and know it impacts you directly. While there will be some disruption to the service in the short term, we're doing everything we can to minimise disruptions while we get the service right for you.
MSPS will continue to deliver our repairs and maintenance service until Monday 10 February 2025. So, for the next 12 weeks our service remains the same.
Please continue to report repairs to us in the usual way and if you or someone in your home has a disability or is in a vulnerable situation, please let us know when you raise your repair. This information helps us prioritise for those who need them most.
- From Monday 2 December, we will have an additional repairs partner (Mears) who will work alongside MSPS to help reduce outstanding repairs. If you’ve an existing repair booked with us, this may mean your repair could be re-booked with Mears or remain with MSPS. We’ll let you know before your appointment who will be completing your repair.
We know that you’re waiting longer than you should for non-emergency repairs. The purpose of bringing in Mears, our additional repairs partner, for the next 12 weeks is to reduce waiting times and help us to respond faster and more efficiently. In the short-term, it is unlikely to reduce the time that you’re currently having to wait for your repairs. We’ll continue to prioritise emergency repairs and customers with vulnerabilities.
A new repairs partner will be appointed for an 18-month period starting from Monday 10 February 2025. The process of selecting this interim partner has already begun. If you’re a shared owner, leaseholder or freeholder you have been sent a Section 20 letter from us to formally let you know this process is underway.
We'll continue to work closely with our customer-led Repairs Forum and engage with you to select the right long-term repairs partner.
