Repairs performance

How are we doing?

Our repairs contractors carry out more than 50,000 repairs to your homes every year. They also deliver our investment programmes to ensure that we can continue to provide you with homes that meet the government’s Decent Homes standard.

We ensure our contractors are providing the best possible service and to a high standard by measuring their performance every month. We do this by collecting ‘Key Performance Indictors’ (KPI’s), which look at various aspects of the service such as the average time to complete a repair and how quickly they answer the phone when you call to report a repair. These KPI’s are measured against targets that we set.

November 2009:

• 78% of our contractor's staff were made up of direct labour workers, compared to 22% who were sub-contractors.
• 99% of appointments that were due were kept.
• The average time for our contractors to answer your phone calls was seven seconds.
• 4,035 repairs were completed in total.

Service Standards

As well as monthly KPI's, we also monitor the repairs and maintenance services that we provide. These service standards cover what you can expect from us when works are carried out at your home.

 Visit out Service Standards section