Your repairs service

Repairs that work for you

We know how important it is to get repairs done quickly, safely and properly – and we’re doing more each year to make that happen. 

• We completed over 143,000 repairs, up from 132,000 last year
• Of these, over 23,000 were emergency repairs
• 94% of customers found the repairs process easy.

During 2024/25 we spent £115m on repairs and maintenance to ensure our homes continue to be great places to live. 

You told us you’re mostly happy with our repairs service – with 85% overall repairs satisfaction, which is up from 81% last year. We are always trying to improve, if you have any feedback, please let us know. 

You also told us that you’d like better digital services, so we’ve made it easier to:

This year 82% of repairs could be fixed during our first visit to customer homes. This is important to us because getting repaired fixed first time is helping us to travel fewer miles and lessen our impact on the environment. 

You might have seen our new more efficient and lower emissions vans out and about; they help us get to you on time and have all the tools and equipment needed to complete the job. 

Helping you move in

We want to make it as easy as possible for new customers to move into a safe, comfortable home.  

• We repaired and refurbished 1,931 homes to get them ready for new customers 
• We re-let 1,449 existing homes, taking on average 27 days to refurbish our homes ready for new customers to move in
• We let 482 brand new homes, which took just 10 days on average to prepare.   

We’re also working closely with local councils to help reduce the time people spend in temporary housing.

Hear from our Hampshire team as they prepare a home for a customer to move into:  

Your feedback on moving in

We’ve been reviewing how we manage lettings and empty homes, and we asked customers what their moving in experience was like. 

Most were happy with the process, but some said we could do better at keeping customers updated and making information easier to find. So, we’ve:  

• Simplified our forms 
• Moved more of them online 
• Started offering more personalised support based on a customer’s individual needs.