We monitor how quickly repairs are completed and whether they meet our target times.
In 2025 to 2026:
- 96% of emergency repairs were completed on time
- 78% of non-emergency repairs were completed on time
- 27% of repairs required a repeat visit (if needed)
Year-on-year comparison
- emergency repairs completed on time:
- 96% for 2025 to 2026
- 96% for 2024 to 2025
- non-emergency repairs completed on time:
- 78% for 2025 to 2026
- 77% for 2024 to 2025
What this means for you
In 2025 to 2026:
- most emergency repairs were made safe within target times
- we continued improving how quickly non-emergency repairs are completed
- we focused on reducing repeat visits and improving communication about appointments
How we monitor repair quality
We monitor the quality of repairs as well as how quickly they are completed.
This includes:
- reviewing contractor performance to ensure they meet agreed service standards
- checking whether repairs are completed to the required standard
- monitoring repeat repairs
We carry out post-inspections on a sample of completed repairs to make sure work meets our standards.
If issues are identified, we:
- require contractors to put things right
- review performance with contractors
- take action where standards are not met
How we manage contractor performance
We work with contractors to deliver repairs.
We monitor their performance by:
- tracking response and completion times
- reviewing quality and customer feedback
- holding regular performance review meetings
If performance falls below expected standards, we take corrective action.
This may include:
- agreeing improvement plans
- increasing monitoring
- applying contractual measures where appropriate
What tenants told us
We use feedback from tenants to understand how well our repairs service is working.
Tenant Satisfaction Measures (TSMs) are national measures that show how satisfied tenants are with housing services.
For 2025 to 2026, TSMs show:
- 91% of tenants are satisfied with the overall repairs service
- 95% are satisfied with the time taken to complete repairs
For 2024 to 2025, TSMs show:
- 91% of tenants are satisfied with the overall repairs service
- 91% are satisfied with the time taken to complete repairs
These results help us identify where improvements are needed.
Find out more about Tenant Satisfaction Measures (TSMs).
Learning from complaints and feedback
We review complaints about repairs to understand what is not working.
Common themes include:
- delays in completing repairs
- communication about appointments
- quality of work
We use this information, along with tenant feedback, to identify issues and improve our service.
You can find out more about our housing complaints performance.
What we have improved
We have made changes to improve our repairs service.
In 2025 to 2026, this includes:
- improving repair response times
- providing clearer appointment updates
- strengthening contractor performance management
- improving communication with tenants
These improvements are part of our ongoing Housing Improvement Programme.
How repairs performance is overseen
Repairs performance is regularly reviewed to make sure the service is effective.
This includes:
- monitoring performance data by housing teams and senior managers
- reporting performance to elected members
- reviewing performance with tenant panels or scrutiny groups
This helps ensure that issues are identified and improvements are made.