🔧 Repairs Group Hub – Help Us Improve Repairs for Everyone

About Our Repairs Group

Our Repairs Group is a 12-month customer panel that works with us to shape and improve our repairs policy and service. Before we make any changes, we ask the group for their views and ideas. Their feedback helps us make sure our repairs service works better for everyone.

This isn’t just a talking shop – the group has already made a real impact. They’ve helped us:

• Improve the Repairs Policy wording so it reflects what matters most to customers
• Shape our Damp & Mould Policy and influence how we respond under Awaab’s Law
• Suggest clearer communication in My Account and on repair updates
• Recommend dedicated phone support for repairs queries
• Influence the design of our damp and mould leaflet, making it simpler and easier to understand
• Support the rollout of multi-skilled operatives, reducing the need for multiple visits
• Encourage transparency through dashboards and technology, so customers can see progress

🔧 Repairs Focus Group Update

First meeting of 2026

Thank you to everyone who joined our first Repairs Focus Group of the year. Customers shared honest feedback and real experiences to help improve how repairs work.

Here’s a summary of what we discussed, with customer voices included.

📂 Sharing Information

• A live repairs file was shared in the meeting.
• Customers asked if this could be published.
• We explained the full file is internal, but customers can see appointments and repair timescales online.
• We’ll send out the Code of Conduct and other requested documents.

Customer voice:

“Seeing the live file helped me understand why times change – it would really help customers to have clearer information.”

🛠️ How Repairs Work

• Around 2,200 repairs are handled each week.
• Some repairs need repeat visits.
• Engineers should book follow‑on appointments with customers before leaving.

Customer voice:

“If the job can’t be finished, the next appointment should be booked there and then – we shouldn’t have to chase.”

🚨 Emergency Repairs

• About 33% of repairs are emergencies.
• Emergencies are repairs that could cause harm or risk to life.
• Vulnerabilities are always considered.

Customer voice:

“People report things as emergencies because they’re fed up of waiting – not because they want to misuse the system.”

🏠 Appointments & Access

• Engineers usually wait up to 10 minutes if no one answers.
• Cards are left if access isn’t possible.
• Later working hours (up to 6pm) are now in place.

Customer voice:

“Later appointments work better for people who can’t be home during the day.”

🦠 Damp, Mould & Awaab’s Law

• Damp and mould repairs are treated as emergencies under Awaab’s Law.
• Phase 2 of the law is expected later this year.

Customer voice:

“I delayed reporting because of my availability – it’s reassuring to know damp and mould are taken seriously.”

🤝 Contractors Code of Conduct

• A new Code of Conduct is being reviewed.
• Customers will help shape what’s included.

Customer voice:

“There should be clear standards so contractors are held to account if things don’t feel right.”

✅ What happens next?

• We’ll review all the feedback shared in this meeting.
• The Code of Conduct and other documents will be sent out so customers can read them and share their views.
• Your feedback will help shape improvements to repairs and how information is shared.

👀 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.