We’ve responded to what you’ve told us: you want us to fix things faster, and to be more proactive in dealing with issues like damp, mould and condensation
satisfaction with repairs (2023-24: 77.6%)
satisfaction with gas repairs (2023-24: 86%)
invested in our homes (2023-24: £109.2m)
average number of days to carry out a routine repair (2023-24: 16.5)
This year, we focused on repairs needing multiple visits. Colleagues now record the need for a return visit while they’re in your home. We’ll also give you a timeline of follow-up appointments. We use our own repairs teams wherever possible, to manage costs and respond faster.
And, if you report damp and mould and someone in your household has a medical issue (such as a respiratory condition or is undergoing treatment for cancer), we treat the case as severe and deal with the issue promptly.
Satisfaction with repairs this year increased to 85.6% from 77.6% in 2023/24. And, while demand grew, we managed to cut the average number of days to carry out a routine repair to 10.6 days from 16.5 days in 2023/24. In fact, most repairs are carried out in two days.
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Investing in our systems
We’ve continued to invest in our repairs management systems. We can now take videos, diagnose issues and gather more details about repairs, so colleagues arrive at your home knowing exactly what needs to be done, and have the right tools and materials with them.
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Improving homes
We spent £123.8m improving homes, compared to 2023/24 (£109.2m). This included decorating communal areas and the outside of buildings, replacing bathrooms, kitchens, windows and doors, installing new roofs, electrical and building safety works.
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Installing smart fans to tackle damp, mould and condensation
Ventilation is an essential part of preventing damp, mould and condensation. We’re installing smart fans as part of damp and mould repairs, when replacing kitchens and bathrooms, and in empty homes before new customers move in.
These fans are small, low maintenance and cheap to run. They enable us to monitor moisture levels, so we can carry out preventative work.
