Our repairs and maintenance service

You’ve told us that keeping your home warm, safe, and comfortable is a top priority – and repairs and maintenance matters most to you.

Last year, we tested new ways of working to get more repairs completed on the first visit. This work has paid off and, with more team members on board, we’re delivering improvements.

Our repairs and maintenance service

You’ve told us that keeping your home warm, safe, and comfortable is a top priority – and repairs and maintenance matters most to you.

Last year, we tested new ways of working to get more repairs completed on the first visit. This work has paid off and, with more team members on board, we’re delivering improvements.

In our 2024-25 Tenant Perception Survey:

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of tenants who had a repair in the last 12 months said they were satisfied with our repairs service overall

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of tenants said they were satisfied with the time taken to complete their most recent repair

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of tenants said they were satisfied that their home is well maintained

Percentage of repairs completed within our set timescales*:

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of emergency repairs completed on time

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of non-emergency repairs completed on time

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of appointments kept by us

*If you’d like more information on our timescales for repairs, please tap here for our Repairs Policy.

Over the last year, your feedback has played a vital role in helping us improve our repairs and maintenance service.

You’ve told us what matters most:

  • faster repairs
  • clearer communication throughout the process
  • a simpler way to report repairs and track issues.

We’re taking real steps to improve your repairs and maintenance experience by:

  • Investing in your homes: We’ll be spending more than £58 million on repairs and improvements each year for the next five years.
  • Upgrading our systems: New technology will help us get the right person to your door, on time, with the right tools.
  • Keeping you informed: From booking to completion, we’ll make sure you know what’s happening and when.
  • Expanding our team: More skilled tradespeople mean quicker repairs and more issues fixed first time.

What this means for you: Faster repairs, fewer return visits, and better communication throughout.

Over the next year, we’ll continue working to make sure your home is maintained to a high standard, while giving you a much smoother experience when things need fixing.

Find out more about how your complaints have helped us improve our repairs service in the ‘Learning from complaints’ section.