| Repairs summary | 2025-26 | 2024-25 | 2023-24 |
|---|---|---|---|
| Number of responsive repairs | 17,606 | 17,586 | 13,102 |
| Average time taken for responsive repairs | 16 days | 20 days | 24 days |
| Number of emergency repairs | 2,196 | 2,270 | 2,067 |
| Emergency repairs carried out on time (within 24 hours) | 100% | 100% | 99.9% |
| Non-emergency repairs carried out within timescales | 76.9% | 69.9% | 59% |
| Planned maintenance summary | 2025-26 | 2024-25 | 2023-24 |
| Kitchens fitted | 214 | 252 | 251 |
| Bathrooms fitted | 102 | 63 | 68 |
| Empty homes repaired ready for people to move in | 297 | 238 | 380 |
| Home safety checks (TSMs) | 2025-26 | 2024-25 | 2023-24 |
| Gas services | 100% | 100% | 100% |
| Electrical safety checks | 100% | 100% | 100% |
| Asbestos safety checks | 100% | 100% | 100% |
| Water safety checks | 100% | 100% | 100% |
| Lift safety checks | 100% | 100% | 100% |
Our in-house trades team and the office staff who help arrange repair appointments do much more than carry out repairs. They're committed to providing great customer service, and we really appreciate the overwhelmingly positive feedback you've shared about them.
Here's just a handful of your comments received:
The plasterers that came today were so friendly and exceptional. The quality of work is amazing, they were kind, professional and did so much more than I was expecting. They are a serious asset to you. They even cleaned up fully after. As was the electrician amazing I had for my plug and shower repair. You wouldn't guess this is a social housing repair. Please thank the plasterers for how fab they were.
“My repair was raised and dealt with within a few hours. I’m extremely grateful.”
“Thank you to the operatives who were courteous, clean and tidy and respected our home, and explained everything without using jargon.”
Great experience while having installation of air source heating/hot water. The guys that installed were lovely and polite, giving great attention to detail, asking our opinions and what would be best for our household. They were tidy all the way through, never leaving anything messy. Couldn't have asked for a better team!