Repairs policy consultation - what you told us

Most of you were happy with our service.

More than 9 out of 10 customers said that we:

• Get the right balance between service and cost.
• Provide good value for money.
• Provide safe homes.
• Make sure everyone can access our services fairly.

Everyone who took part said we provide enough ways to report repairs.

We also listened to your suggestions and made some changes to the policy. These include:

• Taking customers’ individual circumstances into account when booking appointments.
• Working to complete repairs more quickly.
• Sending text messages to confirm when emergency repairs are finished.
• Adding more detail to appointment reminder texts about the type of repair.
• Keeping phone calls as an option for reporting repairs, so customers who are not online are not excluded.
• Offering compensation if we miss two consecutive appointments.

For more information read our:

• Responsive Repairs Policy

To make it easier to find information about your home, we have put our key documents and policies in one place. These cover topics we are often asked about. See:

• Useful documents and policies