You said. We listened. We’re improving our repairs service.

We carefully reviewed what residents told us through repair complaints, satisfaction surveys and Tenant Satisfaction Measures (TSMs). Your feedback helped us identify where we could improve and shaped the changes we’ve made. Our goals have been to improve resident satisfaction, make our service more efficient and ensure we make every contact count.

As a result, we’ve introduced a range of improvements, including:

• Easier appointment booking
• A new process for dealing with leaks
• Introducing dedicated Property Inspector roles to manage complex repairs
• Continuing to offer free Property MOTs to identify issues proactively
• A Repairs Chatbot, giving residents another way to report repairs and reducing time spent on the phone.
• Greater use of technology, including Internet of Things (IoT) devices, to help us identify issues earlier.
• Improvements to contractor standards and post-inspection processes
• Resident repair focus groups to help us continue improving the service

The project has also shown us what works. Offering appointments when repairs are first reported, alongside self-service through the Repairs Chatbot, has reduced repeat calls and made it easier for residents to get the help they need. We’ve also seen residents actively engage with our repair focus groups and DIY workshops, helping us understand what matters most and shape future improvements together.

Although we’ve made good progress, we’re not stopping here. We’ll continue to learn from complaints, feedback and resident experiences, keeping residents at the heart of every improvement we make. By listening, learning and acting on what you tell us, we’re building a repairs service that delivers better outcomes for everyone.

Look out for our Tenant Satisfaction Measures Survey this autumn to have your say.