In the past 12 months up to 31 March, we carried out 20,125 repairs. This is more than 1,000 than previous years, and is why waiting times were longer than we had hoped.
More than 5,500 were emergencies, and we completed 95.6% of them within 24 hours.
We know that completing repairs ‘right first time’ matters to customers, and we achieved this in 86.9% of repairs, which was better than our target of 85%. Satisfaction with repairs was 87.7%, again above our target of 85%.
However, due to the increased demand and a focus on tackling damp, mould and condensation, average repair waiting times were 32.1 working days, and 44.2 working days not including emergencies. We know this is too long, and we are working hard against the challenges of high repair levels to address this. One of the ways we are doing this is by recruiting extra operatives to focus on ‘major works’ (these are the works which can take several days to complete).
Thank you for your patience as we work hard to meet the demands we face for repairs.
From May, we will publish average days to complete a repair on our website, along with other information you have asked for about our performance.
