Update on our repairs service

We know how important having a comfortable and well maintained home is to our customers.

When your home needs a repair, we recognise that you want it done promptly, and unfortunately we’ve been failing to deliver that recently.

Back in October we entered into a new repairs partnership with Fortem who we appointed as a single contractor. As you’d expect with a transition of this size, we’ve had to adjust to new ways of working including the recruitment of new operatives. It’s taken us longer than we all hoped for these new ways of working to bed in, but we’re working hard to get things back on track.

We would like to apologise to all customers who’ve been kept waiting for repairs.

Here are some of the things we’re doing:

• We’re going to let you book appointments further into the future. This means that when you need to book a repair in, you’ll be able to choose from a wider range of potential dates.
• We’re going to get our team to focus on repairs – moving them from carrying out planned work like kitchen replacements to help get through the repairs backlog.
• We’re recruiting new people to join our repairs team.

We are confident that as we get used to new ways of working, address recruitment issues and move into the warmer months, we’ll get our repairs service into the position that our customers expect and deserve.

Thank you for your patience.