Fixing your repair
Here you can see how our repairs service is performing. You can see how long it takes to complete repairs and how satisfied customers are with the service.
Performance is reported on a quarterly basis. We report performance against our service standards where we are able to.
2021 – 2022
Quarter 1 2021/2022
We completed 29,000 repairs between April and June 2021. There is ongoing disruption to the repairs service due to staff absences relating to sickness or the requirement to self-isolate as a result of Covid-19.
Rant and Rave satisfaction results, our text message satisfaction survey, are for the period April to June 2021. Based on current performance and momentum, it is realistic to think that we can achieve the target satisfaction of 4.66 within the next few months.
Between April and June 2021, we fitted 77 kitchens, 38 bathrooms and completed 45 homes with multiple elements. There have been issues with resources on the East Coast due to the Covid-19 pandemic, with trades operatives off sick or being required to self-isolate. This has created delays with the turn around times for kitchens. In future, projects in this area will be resourced more centrally.
Performance has not been included for Improvement works relating to doors and windows, full central heating, boiler replacement or full rewire as no works were carried out during the period.
2020 – 2021
Quarter 4 2020/2021
Quarter 3 2020/2021
Quarter 2 2020/2021
Fixing your repair Quarter 2 (July 2020 to September 2020). Percentage of right first time 81.1%. Percentage of appointments made and kept 97.7%. 25.3 is the average number of days it took to complete a repair. Table shown advising of what we will do, how we are going to measure and the percentage of how well we have completed those targets for the period April to September 2020. What we will do – complete emergency repairs and maintenance within 24 hours. How will we measure – percentage of emergencies completed within 25 hours. Percentage of emergency repairs and maintenance completed within 24 hours between April to September 2020 was 90.7%. What we will do – complete planned external works within 90 days. How will we measure – percentage of completed planned external works within 90 days. Percentage of planned external works completed within 90 days between April to September 2020 was 70.1%. Average rant and rave score is 4.57 out of 5. As a consequence of lockdown and new safe working practices, from April to July 2020 we were only able to undertake emergency repairs and the figures on response against target repairs times reflect this and the need to work through a backlog of repairs once a full service was resumed. Due to Covid 19 planned investment works was postponed over the first part of this year. Rant and Rave satisfaction results, our text message satisfaction survey, are for the period April to September 2020.
Quarter 1 2020/2021
Percentage of right first time 93.4%. Percentage of appointments made and kept 96.4%. Percentage of repairs attended to within target. Emergency repairs target is 24 hours, we achieved this 93% of the time. Routine repairs target is 28 days and we achieved this 61.4% of the time. Customer satisfaction – Average rant and rave score is 4.6 out of 5. As a consequence of lockdown and new safe working practices a reduced repairs service was provided between April 2020 and June 2020. We completed just under 15,000 repairs, nearly half that of the same period last year. The majority of these were emergency repairs (60% of all completed repairs); normally these would only account for 25% of all repairs. We were able to attend these within the target time of 24 hours in the majority of cases (93%). Performance on response against target times for other repairs reflects that these were not prioritised during this period. Rant and Rave satisfaction results are for the period May 2020 and June 2020 as the survey was suspended through March and April 2020.