We believe that everyone should live in a safe, comfortable and well-maintained home. In 2025/26 we worked hard to improve our repairs service and upgrade our homes to make them more energy-efficient.

Working to deliver a great repairs service 

We know that our repairs service is one of the most important services that we provide and it’s essential that we get it right.  

By increasing our workforce and investing in our in-house operatives, we can develop their skills and deliver a more efficient service. In September 2025, we added two multi-skilled operative apprentices to the team.

Our operatives undertook safer driving training, as well as sessions on asbestos, damp and mould, and legionella – to make sure they have the right knowledge to support residents with these issues. 

Our Customer Service team also completed multiple training sessions with our Repairs and Resource Planning teams, alongside some of our external providers, to ensure repairs are recorded accurately and to assist with first-time fix rates. 

Our average first-time fix rate has increased to 85.7% from 83.5% in the previous year. In areas where we fell short, such as flooring, we actively recruited new operatives with the aim of improving the timescales for these types of repairs. 

We’ve increased the number of contractors we work with, so we can make better use of resources and keep completion times within target. In 2025/26, 96.3% of emergency repairs were completed within the set timeframes, and 71.7% for non-emergency repairs. 

We also seen increased satisfaction with the ease of reporting repairs, which has moved from 73.1% to 79.2%. Our data also shows us that 74.3% of customers were satisfied with the time taken to complete their most recent repair after it had been reported which has improved by 8% compared to 2024/5.

Based on transactional surveys that customers can complete after we carry out a repair, we saw overall satisfaction with our repairs service increase from 73.4% in 2024/25 to 77.8% in 2025/26.

We’re embracing modern technologies, such as using drones to carry out surveys of gutters and are looking into a new repair system that will integrate with our current platforms, making it easier to record, plan and manage repair jobs. 

We also continued to update our dedicated website page frequently to ensure transparency of the current timescales for each trade.

Essential energy efficiency upgrades

We continued our external wall insulation programme as part of our goal to improve the energy efficiency of our homes and progress towards our long-term aim of having net zero carbon homes. 

We completed the second wave of works using funding obtained via the government’s Social Housing Decarbonisation Fund. In total, 336 homes have received upgrades in wave two, keeping their homes warmer in winter and cooler in summer, saving them money on their energy bills.

We were runners-up in the National Energy Efficiency Awards 2025 alongside our contractors, Kooka and SCIS, for our ongoing partnership.

Improving our response to damp and mould

In response to Awaab’s Law, which came into effect in October 2025, we made improvements to ensure that we could deal with any complaints swiftly and effectively.

We hired two new dedicated damp and mould surveyors, installed new washing lines on the Longcroft estate so that residents would be able to dry clothes outside, completed guttering works across multiple estates to decrease the risk of issues occurring, and regularly reviewed our processes to make sure we were using the best products for our residents.

We continued to encourage residents to report all damp and mould concerns, no matter how minor they may seem.