Cost of missed repairs adds up

Last year, over 2,800 repair jobs were missed because trade staff were unable to get inside tenants’ homes. The cost of all these lost repair appointments was a staggering £128,000 - money which could have been put to much better use improving your homes and neighbourhoods.

As well as the cost implication, missed appointments waste valuable time for our staff, meaning other tenants have to wait longer for their repairs.

So, if you are waiting for a repair and know in advance that you won’t be at home for the appointment, please let us know so that we can reschedule. Simply get in touch or call our repairs call centre on 023 8083 3006 as soon as possible, and we can easily rearrange the work for another, more convenient time. Did you know we offer slots that can avoid school drop-off and pick-up times? Remember, all our tradestaff carry council identification, but if you’re unsure about letting a visitor into your home to make a repair, just give our repairs call centre a ring to verify their identity.

We do appreciate that sometimes sudden unforeseen emergencies mean repair appointment times are missed at the last minute. This is understandable, but it would really help us if you can call 023 8083 3006 to let us know in advance or ask a family member, friend or neighbour to do this on your behalf.

Missed repair appointments is one of the issues our Tenant Repair Panel have been looking at as they continue to work with us to provide valuable customer feedback and suggestions.

Helen, who is a member of the Tenant Repairs Panel, said:

“We want to take this opportunity to remind everyone who is waiting for a repair at home to please make sure they are there at the allocated time or arrange for someone else to provide access. Missed appointments are an important and very costly issue that affects us all.”

Get involved with the Tenant Repair Panel

The Tenant Repair Panel meets bi-monthly on a Monday morning for two hours to discuss issues like this and work with us to improve the service for everyone. If you would like to get involved, or to find out about the range of other tenant groups, please get in touch with our Tenant Engagement Team.