Better repairs and an improved service

As highlighted previously, we’ve introduced a new way of working to make it easier for you to get in touch with us and give you a more personalised service. As such, you now have a named housing or property management officer for your queries, and you can report and track repairs with our online My Account service.

We introduced the new model in Westminster and to our east and north regions last year, and we rolled it out to our south and west regions in March. Read more

At the same time, we are making further improvements to our repairs service. Our aim is to do better repairs that increase your satisfaction when any work is necessary within your property. We also want to make sure that we have safer homes where all elements related to being secure in your property are effectively managed, and finally improved homes that are in a good state of repair and are somewhere where you feel proud to live.

We will share more information on these improvements soon but a key element is our focus on ensuring that our operatives or contractors can liaise directly with you. In this way, you will be able to make an appointment that is convenient for you, and the contractor or operative will ‘own the job’ until it is successfully completed. Where we have already introduced these changes, repairs performance and resident satisfaction levels have both increased.

To support the changes, we are working on a repairs standard that will clearly focus on the key improvement elements for the service. We are still currently finalising the standard but it will look to include the following as indispensable elements:

• Once the repair is specified, it will be carried out in the quickest possible time and to a good quality
• The repair will stay ‘open’ with the operative until the resident confirms it is complete and they are happy with the workmanship
• Should something go wrong with a repair, we will fix it fast, communicate effectively with you and learn any lessons to help improve our service.

If you have any further ideas of ways to improve repairs for residents, please do let your housing or property management officer know.

Remember, you can help keep your home safe and comfortable by keeping on top of those repairs and maintenance that you are responsible for.