We’re making important changes to our repairs service

We know how important it is to have a home that’s safe, healthy, and well maintained. That’s why we’re making big improvements to our repairs service, to respond faster, get things right first time, and keep you better informed.

These changes are part of our ongoing commitment to providing the best possible service to you. They also help prepare us for new national standards that start in October 2025. These standards will set clear legal timescales for dealing with ‘emergency’ and ‘significant’ hazards in your homes, such as damp and mould.

We know that repairs are one of our services you value most. Through your extensive feedback from the Big Listen, consultation sessions, and from Customer Scrutiny Panel feedback you told us we weren’t always getting things right. Repairs weren’t always fixed right the first time, communication needed to be clearer, and our systems needed to work more efficiently.

We’ve listened and we’ve been busy making changes that will make a real difference to you. To do this we’ve co-created our new approach with both customers and colleagues. Through listening to your calls and surveys, shadowing repairs appointments and reviewing our processes, we gathered more than 500 pieces of data to understand what’s working and what isn’t. 

We’re improving how we keep you informed by sending regular updates, making follow-up calls, timing our text messages better, and providing clearer details. On top of this, we’re upgrading our systems to reduce errors, providing extra training for colleagues, and making sure repairs are booked in the right order to avoid delays. Every repair will now be triaged, so the right people with the right tools arrive on the first visit. That means fewer delays and less need for repeat visits. Here’s what else you can expect:

• Faster responses to hazards
• Quicker booking of repairs
• More support throughout the process, including clearer updates and follow-up calls

We’ll continue to work closely with customers as we roll out these changes, and we’ll share clear updates on how the new legal standards affect you once the Government confirms more details.

If you’re worried about damp, mould, or anything affecting your health or safety at home, please don’t wait to get in touch:

• Call us on 0330 355 1000
• Fill in our Contact Us form 

You can also visit our Damp and Mould page to learn how to spot the signs and what to do.