Update from our repairs policies surveys and focus group

By December 13, 2021 No Comments

A big thank you to everyone who responded to our recent surveys or took part in the focus group. We asked you about the five repairs policies that we’re currently reviewing as part of the project to reprocure our repairs service contractor.

The policies being reviewed are:

  • Responsive repairs policy
  • Empty homes standard
  • Gas safety policy
  • Electrical safety policy
  • Fencing policy

We got some great feedback. The final policies will include clear information about how residents have influenced them. The new responsive repairs policy and empty homes standard will be introduced alongside the new contract in late 2022. The other 3 policies will be updated and in use from early 2022.

The purpose of reviewing the policies and introducing a new repairs contract is to improve our service and make sure it meets all residents’ needs. Through general feedback, satisfaction surveys, complaints and the repairs survey we carried out last summer you’ve told us what needs improving about the current service and what you think the new service should look like.

We’ll use all this feedback, to improve the current service, review the policies and in designing the new contract.

One really strong theme from the latest consultation was that residents want to make sure that the new contract delivers what the policies say. To make sure there’s strong resident oversight of this we’ll carry out a full resident review of the service after the contract has been in place for 12-18 months. The contract will start in late 2022 so that review will take place in late 2023 or early 2024.

Of course we’ll continue to monitor the service until then and the usual feedback channels will be in place, both for the current contract and the new contract when it starts next year. Please let us know if you have any feedback about the service.