Listening to our customers Turning your feedback into action
Last year we asked all of our customers to take part in an independent survey about our homes and services. There was a great response to the survey with 3,862 customers across the Group taking part and sharing their views. As a result of your great feedback we have taken action and introduced a range of improvements to our repairs and maintenance service.
Upgraded repair timescales You told us that timely repairs are the most important part of our repairs service so we are delighted to share news with you about our improved responsive and heating repair timescales. This is what you can expect from our upgraded responsive repairs service:
Repair category
Repair timescale
Repair description
Repair example
4 hours
Repairs that present a health and safety risk and/or cause real danger to people or property.
Unsecure door/ window causing security issue.
Urgent
4 days
Repairs that cause significant inconvenience but are not a health and safety risk.
Containable leak.
Routine
17 days
Minor repairs that are not urgent.
Plaster patch to wall.
30 days
External repairs that due to their nature need to be completed outside of the MOT programme.
Fence and gutter repair not covered by MOT.
60 days
Jobs where the work either costs more than ÂŁ500 or takes more than a day to complete.
Rebuild brick wall.
Emergency
External works
Major works