Repairs is the most important service for the majority of our residents, it is the main reason they contact us and is the key driver of overall satisfaction. In March 2024 Barnet Homes Resident Board approved our Repairs Improvement Plan, developed by senior managers to address recurring problems for residents identified in resident feedback such as surveys and complaints.
The priority aim of the plan is to implement changes to reduce occurrence of the most problematic issues experienced by residents such as outstanding/forgotten repairs, delays and appointment related issues. The plan was refreshed in September 2024 incorporating feedback from the Resident Board.
During 2024/25 the Resident Board made Repairs its focus, taking on a scrutiny role with progress of the plan being reviewed and senior managers being held to account.
The Resident Board also assisted in establishing a Repairs Priority Group to ensure a wider group of residents are invited to attended focus group meetings to share their experience of the
repairs service.
Meetings held with residents are focused on key themes that are important for us to shape improvements in the repairs service. Themes discussed to date include target timeframes for repairs, improving communication when residents experience delays and managing leaks. Resident feedback from these sessions is being used to shape service improvement in these areas. A future session will focus on customer care, including staff training.
The Resident Board continues to play an active and important role in driving and shaping our Repairs Improvement Plan.
The delivery of improvements to repairs has had a positive impact on overall resident satisfaction with repairs currently at 85.3% (Q3 2024/25) compared to 79.7% previously (Q3 2023/24) and repairs completed right first-time satisfaction at 81.8%.