Our New Service Standards for Repairs


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Our new service standards for repairs

A shared vision and key aims, and new service standards have been created and agreed with Corserv Facilities (who provide most of our repairs). This is to make sure we are delivering the services you have told us you want and we need to ensure our homes are of a good quality.

You said...

  • You want to know when your repair is scheduled as soon as possible, ideally when you report it
  • You would like most repairs completed in one visit
  • When repairs need more than one visit you want to be informed of when the follow up visit is scheduled
  • You need more flexibility with appointments because of your work, caring responsibilities or medical needs.

Our Vision

“To provide a high quality, cost-effective repairs and maintenance service to homes and communal areas that responds to the needs of, and offers choices to, tenants. Delivering compliant repairs, right first time solutions and statutory requirements concerned with the health and safety of people in their homes.”


Our Commitments:

1. Deliver a high-quality service
Achieve average performance in comparison with similar social housing providers by 31 March 2024 and above average by 31 March 2025.

2. Deliver a cost-effective repairs and maintenance service
Increase the operational hours of the repairs service, improve the repairs performance and reduce the average cost of a repair.

3. Deliver a service that responds to needs and offers choices to tenants
All works to be appointed at the first point of contact with residents or before an operative leaves the property if a follow on visit is needed.

4. Ensure Repairs are completed right first time
95% of repairs are completed in one visit


Our new repair service visions and standards.