Annual Report for customers 2020

Read about improvements to our repairs service.

Your home

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In 2019-20 we improved our repairs service to reduce the time taken to complete repairs and complete more of them right first time. We have used your feedback, and the findings of a scrutiny review carried out by Riverside Customer Voice Executive, to help identify how we could improve.


All staff have received customer service training and other changes include:

  • Introducing new technology that allows us to work more effectively in ‘real time’ with Evolve and other companies that supply our repairs and buildings materials.
  • Introducing a new urgent repairs category, to ensure these types of repair are done more quickly.

We’re also planning to set up a new tracking feature for repairs appointments, which will enable you to see where our operative is on a map, on their way to your home.

We have begun to see increased customer satisfaction, though we know we have further to go.

Improving homes

In 2019-20 we spent £30 million improving homes, including replacing 815 bathrooms, 865 kitchens, and 2,353 boilers. We call this our planned maintenance programme. We also installed 536 major adaptions and 1,543 minor adaptations to make homes more suitable for customers with specific needs, for example installing walk-in showers and grab rails.

We have worked with Riverside Customer Voice Executive and the Scrutiny Panel to shape our future planned maintenance programme and standard. We have also worked together to develop an improved Empty Homes Standard, which sets out how we will prepare empty homes for re-letting and what customers can expect in their new homes.

To help us compare how we are doing, we share information about our performance with a group of housing associations of a similar type and size. We compare ourselves to the worst, average and best performers and use the latest available performance information.