Like many other housing providers across the UK, our repairs service is currently under pressure with high demand, due to a number of external challenges.
We’re committed to completing any routine repairs for you as fast as we can. However due to the continued impact of Brexit and a built-up demand from the pandemic, we’ve been particularly limited by a lack of skills, labour and materials, which is reducing our appointment availability.
This means that repairs are taking longer than we’d hope to get sorted - with average wait times of over five weeks. We’re really sorry if you’ve been impacted by this.
Your safety is extremely important to us, and we’ll always prioritise repairs that are classed as an emergency, which includes anything that poses an imminent threat to life, danger of serious injury or major damage to your home.
We’re also currently transitioning to work with two new repairs partners. From 1 June, Kier and Smith & Byford will take over the repairs and compliance work on all our homes.
We’re confident these new partnerships will make a positive difference to our service, responding quickly to keep your homes safe, warm, and comfortable. We’ll continue to take action to improve our repairs service between now and the start of the new contracts, which may involve using different contractors where necessary.
Thank you for your patience and understanding as we work our way through these challenges and get our service back up to the standard we aspire to deliver.