The implementation of the Repairs Improvement Plan in 2024/25 has had a positive impact on performance and resident experience of the service. Residents are given the opportunity to provide feedback about their most recent repair experience immediately after the repair has
been completed through a short online survey (transactional satisfaction).
Overall satisfaction and ‘right first time’ satisfaction increased in 2024/25 (April 2024-March
2025) compared to 2023/24 (April 2023-March 2024), with:
• A 4.4% increase for satisfaction with the repairs service this time when the Q4 24/25 (Jan-March 2025) result of 83.3% is compared to the Q4 23/24 result of 78.9%
• A 5.2% increase for right first-time satisfaction when the Q4 24/25 (Jan-March 2025) result of 80.3% is compared to the Q4 23/24 result of 75.1%
Learning from your feedback
Complaints handing in Quarter 2 (July – September 2025)
240 74.2% 66 80.3%
Stage 1 complaints Stage 1 complaints answered in target time Stage 2 complaints Stage 2 complaints answered in target time
Most common issues:
Repairs including leaks management, communication and cleanliness.
Communication on tenancy management matters.
You said: Some tenants complained about delays in dealing with leaks
We did: We have reviewed our approach to dealing with simple leaks, including reviewing training documentation, providing additional guidance to operatives, and running training exercises on leak diagnosis in empty properties. We will review the approach to more complex leaks next.
You said: Some residents complained about delays in communication or about not being kept updated on their tenancy management query.
We did: We have briefed Housing Management staff on the importance of clear communication and accuracy, and to make sure residents are contacted regularly and in a timely way with updates on their cases.