Despite a global pandemic, we have been exceptionally busy this year, undertaking emergency and essential repairs during the first COVID-19 lockdown with full repair operations recommencing on the 1 August.

Throughout the period, we have continued to ask you for your feedback. We have had some great responses this year, and many of you have told us that our operatives are working in a COVID-safe way and that you are pleased with the service you receive.

How are we performing?

We monitor feedback across four key themes; these are:

Communication - how easy was it to report your repair, did we let you know when we were going to attend, did we keep in touch with you throughout the repair?

Quality of work - did we carry out the work to a high standard, did we clean up and look after your home whilst carrying out the repair, etc.

Right first time - did we finish the repair in one visit or did we have to return to your home? Once the repair was complete, did you have to contact us again?

Overall satisfaction - the overall score, taking into account all of the above from reporting a repair to the completed work.

The table below shows our performance throughout the year and includes comparisons to previous years:

We have seen a slight reduction in overall satisfaction between October and December 2020. However, you have told us that the services we provide to you have been affected
by the global pandemic. Overall we are delighted with the results and will continue to work with you to improve our services.

Your feedback

In addition to closely monitoring your satisfaction scores, we also read every comment you make regarding our services. We appreciate you taking the time to tell us about your
repair and use this to learn and improve our services. We also look at how we operate our service as part of our complaints process, ensuring we listen and learn from your feedback.

Want to know more?

In addition to carrying out regular customer satisfaction surveys, we also hold regular meetings with tenants via our Repairs Forum. Our Repairs Forum comprises of tenants who meet up with our Property Services Team’s key managers. If you would like to get involved, please contact our Progress Involvement Team who will be happy to help on 03333 204555 or email

Month Right first time Communication Quality of repair Overall repairs
March 2019 80.1% 84.2% 87.6% 86.4%
March 2020 83.7% 90.1% 91.4% 89.3%
Apr-Jun 2020 85.1% 90.6% 90.3% 88.4%
Jul-Sept 2020 85.9% 90.6% 91.4% 91.5%
Oct-Dec 2020 84.6% 90.3% 91.6% 90.0%