Repairs
The number of emergency repairs carried out in 2022/23 reduced to 16,725 from the 23,430 completed in 2021/22.
As more capacity for non-emergency jobs becomes available following the pandemic, there continues to be a significant increase in the number of non-emergency repairs completed, with 45,017 carried out in 2022/23 compared with 37,277 in 2021/22.
Emergency repairs were carried out in around 6 hours, down from 6.4 hours in 2021/22. This is higher than the local authority average of 4.7 hours and higher than the Council’s own target of 4 hours.
60.9% tenants were satisfied with the repairs service, down from 69.1% in 2021/22. This is lower than the current local authority average of 89.4%.
We want every tenant to have the same positive experience of the service, and this remains a key area for improvement.
How we are improving
We know repairs are a key priority for tenants. Apart from paying rent, it’s the main reason you get in touch with us. So, we’re working hard to improve the service.
For example, we have recently installed sensors in 500 homes to monitor environmental conditions, to help identify potential signs of dampness at an early stage as part of a pilot project. We have also improved communication practices with tenants in respect to dampness, mould and condensation issues which may affect them.
We will be making digital improvements to our empty homes processes by introducing automated job scheduling to increase productivity and efficiency. We’re working hard to make sure this works effectively.
We have recently made it easier to report a repair by introducing an online repair booking system. Prior to this we had introduced text message alerts and reminders and we are developing that further to allow these to be sent also when a contractor is attending.
We’ve also improved the management of complaints when repairs go wrong. Complaints about repairs are routed through a Resolution team, who record, monitor, and respond to complaints about repairs, liaising with Housing teams as required to resolve the complaints to the tenants’ satisfaction and ensure any necessary repair work is fully completed.
Complaints can come in through various routes and not all complaints therefore currently benefit from being overseen by the Resolution team. The Resolution team is now embedded within the Housing service with revised processes being put in place to improve the recording and monitoring of repairs complaints. We are also introducing a new customer feedback portal which will allow us to ask tenants targeted questions on how we can continue to improve the service.