Repairs
We measure our repairs performance in a number of ways, through surveys we carry out ourselves, through performance against targets, and through the tenant satisfaction measures (TSMs) - view more on our TSMs.
TSM results for ‘residents are satisfied with the overall repairs service’ improved from 62.3 per cent in 2023/24 to 69.13 per cent in 2024/25. However, our own surveys showed a drop in 'satisfaction with the last repair' from 84.3 per cent last year to 83.86 per cent in 2024/25. Though this is above our target of 80 per cent, the team is looking into the reason for the decrease and what we can do to improve it
You said, we did
70 per cent of complaints from our residents were about our repairs and maintenance services.
We reviewed our leaks procedure to ensure a better service for our residents. We employed a specialist damp and mould coordinator to lead our approach to dealing with damp and mould, as well as reviewing and improving our processes. We reviewed the contracts with our repair partners and asked for increased numbers of staff during winter months so there were more people available during the times of highest need.
Involving residents
We know we can’t deliver great services for residents unless we work with you to achieve it. Our resident engagement team strive to bring residents into our work through a variety of routes, including formal ones like the residents’ associations, and the Tenants’ Consultative Committee, and less formal ones such as training people to assess our services through mystery shopping.
In 2024/25
- There were 320 members of residents’ associations and compacts
- 90 residents attended training events 78 residents joined our team at wellbeing walks in the borough
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78 residents joined our team at wellbeing walks in the borough
The residents’ summit
220 residents joined us for a day of discussion and planning in November 2024. During the event we held workshops on residents’ views on how the housing budget should be spent, the Grenfell Inquiry report, and our approach to resident engagement.
During the sessions we asked residents ‘Where do you see money well spent?’
Some of the feedback included:
“Grounds maintenance and gardening is routine and well maintained”
“Replacing of gutter and drain water goods carried out by Major Works. This impacted with a positive result”
We asked, ‘What specific ideas do you have for increasing income/cutting waste in spending?’
Residents said:
“Residents to be more involved, especially in the procurement of contractors” “Charging electric car points on estates”
The level of discussion and feedback from the summit was fantastic and has given us a lot to work on over the coming years.
You said, we did
Residents asked for more detailed clarification on timeframes for addressing damp and mould issues.
We updated our damp and mould policy to include clear timeframes and improve transparency and accountability.
Residents would like to see more resident involvement in repairs and maintenance, anti-social behaviour management and safety and building standards.
We started consulting on a new Resident Involvement strategy which will place emphasis on working with residents to improve services in these areas.