Our in-house repairs service

It’s twelve months since we brought our responsive repairs service in-house, and we’ve already completed more than 25,000 repairs on our homes!

Historically our responsive-repairs service (repairs to our homes that customers report to us), was always looked after by external contractors. But after a difficult few months, and low customer satisfaction, we decided to bring the service in-house, and complete those repairs ourselves.

We took on a team of new operatives, who began working with us exactly one year ago.

Improved customer satisfaction

It was a big job, but the decision has absolutely paid off.

We saw an immediate jump in customer satisfaction of around 15%, and levels have stayed high. Our colleagues can take pride in the service they deliver to improve our homes, and customers are getting the service they deserve.

Listening to our customers and making improvements to our service is all part of our vision to deliver: ‘More homes, great services, better lives.’

Find out more about our ambitions to meet customer need and actively listen and learn from their feedback in our Customer Strategy 2024.

Join the team?

We’re currently recruiting for trades operatives to join our responsive repairs team.

We offer a competitive salary, employee benefits and a generous rewards package. Find out more on jobs pages.