23▼
days
the average number of days for 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.
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.
Find out more here
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We want to be open about how our repairs service is performing - what’s improving and where we still need to do better.
From 3 June 2026, we’ll be sharing our performance monthly instead of weekly. Repairs can be fast-moving, and week-to-week figures can go up and down, so they don’t always show the full picture. Looking at performance over a month helps us give you a clearer, more balanced update and highlight the changes that really make a difference.
We’ll still be tracking things closely behind the scenes each week so we can act quickly if something isn’t right.
Just as important, we’ll keep listening to your feedback. It plays a big part in improving our service now, as well as shaping the longer-term service we’ll be launching later this summer.
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Published: June 2026
Next update: July 2026
the average number of days for a routine repair.
of our emergency repairs are completed within 24 hours.
of our customers are satisfied with their completed repair.
Overall, our repairs service continued to stabilise in May, with some positive improvements alongside a few areas we’re still working on.
The average time to complete routine repairs remained steady at around 23 days. Our emergency repairs performance improved, with 94% completed on time.
Customer satisfaction stayed consistent at 83%, with positive feedback about the professionalism of our operatives and how they communicate with you.
However, we know some of you are still experiencing delays or missed appointments. If this has been your experience, we’re sorry for the inconvenience caused. We’re continuing to focus on completing repairs more quickly, getting them right first time, and keeping you better informed throughout.
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.
We are in the process of awarding a long-term repairs contract to Mears. This will be a 10-year partnership focused on improving reliability, quality, and value for money.
We expect the new service to launch in late summer 2026.
No. There is no immediate change. Mears will continue to deliver repairs as they do today.
We carefully reviewed cost, quality, and customer feedback. Mears is already delivering the interim service, and we believe they are best placed to provide a more consistent and improved long-term service.
This is a legal process that allows us to consult leaseholders on long-term agreements that may affect service charges. It ensures your views are considered before decisions are made.
We aim to deliver value for money through this contract. If there are any changes to charges, these will be communicated clearly and in line with consultation requirements.
We’re sorry if your experience hasn’t been good. Please continue to report issues through our usual channels so we can address them. Your feedback helps us improve both current and future services.
We’re working closely with Mears to strengthen systems, processes, and performance standards before launch. We’ll also monitor performance closely and continue to act on customer feedback.
We’ll share regular updates on our website, social media, and newsletters.
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 and include:
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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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. Take a look at what some of you have said about your recent repairs experience.
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