🔧 Helping us to improve the repair service for everyone

About Our Repairs Group

Our Repairs Group have a real say in how our repairs service works and how it can be improved. Before we make any changes, we ask the group for their views and ideas, so we know what really matters to customers.

The group meet quarterly or more frequently if needed at one of our Citizen offices.

Why this group matters

• Your lived experience influences decisions
• Direct access to senior staff
• Real changes to policies and services

This is more than just talking. The group has already helped us make real improvements, including:

• Making our Repairs Policy clearer and more focused on what customers need
• Helping shape our Damp and Mould Policy and how we respond under Awaab’s Law
• Improving how we communicate through My Account and repair updates
• Supporting the idea of dedicated phone support for repairs questions
• Helping redesign our damp and mould leaflet so it’s simpler and easier to understand
• Supporting the use of multi‑skilled operatives to reduce repeat visits
• Encouraging more openness, with dashboards and technology so customers can see progress more clearly

Commitment to the group

• All customers can request to join the Repairs group
• Quarterly face to face meetings of two hours at one of our Citizen Offices
• Respect all members of the group and colleagues by agreeing to the groups Terms of reference
• Travel and other expenses are available
• 
  

What We’ve Worked On / What’s Changed

This is more than just talking. The group has already helped us make real improvements, including:

• Making our Repairs Policy clearer and more focused on what customers need
• Helping shape our Damp and Mould Policy and how we respond under Awaab’s Law
• Improving how we communicate through My Account and repair updates
• Supporting the idea of dedicated phone support for repairs questions
• Helping redesign our damp and mould leaflet so it’s simpler and easier to understand
• Supporting the use of multi‑skilled operatives to reduce repeat visits
• Encouraging more openness, with dashboards and technology so customers can see progress more clearly
  

How to Get Involved

Express your interest in joining the repairs group by registering below.

👀 Our second Repairs Focus Group meeting of the year is coming up soon.
Please keep an eye out for dates and joining details — we’d love you to be involved.