How are we performing Repairs & Maintenance

  • Amount spent on reactive repairs: £38 million (£8 million more than last year).
  • Average time to complete a repair - 12.7 days (compared to 11.4 days last year).
  • Repairs fixed first time: 82% (compared to 80% last year).
  • Average satisfaction score with repairs: 4 out of 5 (same as last year).

Planned Maintenance

Number of Components fitted


600 Bathrooms


3 Communal Bathrooms


41 Communal Doors


925 Doors


354 Radiators


802 Kitchens


922 Boilers


210 Electric Heating systems


36 Roof Coverings


286 Roof Insulations


682 Windows




We are working hard to improve our repairs service but we need to do much more and it is one of our top priorities for 2020/21.

In the national lockdown, we could only provide an emergency repairs service, and we couldn’t complete any kitchen or bathroom upgrades, but we are now back to normal. We have a backlog of repairs and we must fix the most important of these first, but we will get to all outstanding repairs as soon as possible. We also still need to follow current lockdown restrictions, and look at how services could change again over the next few months if restrictions change.

All our contractors are kitted out with the correct PPE (personal protective equipment) for when they are in your home. Your safety always comes first, so if you don’t feel safe, or you are self-isolating, let us know.     

With the improvements we are making, we will have better ways of diagnosing repairs and making appointments, and making sure what you tell us about our service keeps on improving it. The changes will take time, but we hope to have them finished in the spring.

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