Our repairs service
You’ve told us how important it is to get repairs done quickly, safely and properly.
Demand for our repairs service remains high, especially in winter months, and many customers need more complex support to manage issues in their homes. We’re working to manage the demand while making sure you continue to receive a seamless, bespoke service, informed by technology to better diagnose and treat issues.
We’ve put a plan in place to continue to improve how we work with external contractors who carry out repairs on our behalf. As a result, we now hold regular contract meetings in order to provide you with clear updates, so you don’t need to chase us.
This year nearly 80% of repairs could be fixed during our first visit to your homes. This is important to us because getting repairs fixed first time is more convenient for you, we travel fewer miles and so can lessen our impact on the environment. We’ve set ourselves a higher target of 85% next year.
We will also make better use of our data to find problem areas and better manage more complex repairs.
We completed over 141,600 repairs
Of these, over 24,500 were emergency repairs
During 2025/26 we spent £124.6m on repairs and maintenance to ensure our homes continue to be great places to live.
You’ve told us you value the quality and reliability of our team, as seen by our latest TSM figures.
You’ve also told us that, while our team does some great work, we need to be clearer about next steps and make information easier to access. This is a key focus for our Designated Complaints Panel and Customer Scrutiny Panel, who continue to review how we communicate with you and how easy it is to book repair appointments online.
customer satisfaction with repairs service
Meet Harriet, now an Improver Gas Engineer, who describes completing her gas and heating apprenticeship as “a massive weight lifted” and a huge personal achievement. What she’s most proud of, though, is the confidence she’s gained along the way.
Meet the team
Her advice to anyone considering an apprenticeship? “Go for it. Jump in with both feet. It’s not as daunting as it seems - everyone wants you to achieve.”
Now fully qualified, Harriet is excited about the future and committed to continuing to develop her skills - helping keep customers in Dorset homes safe, warm and running smoothly.
If Harriet’s story has inspired you, why not explore current opportunities here.
Find out more...