Keeping your home in good repair

How we're taking action

• A new repairs service: You’ve told us you want a repairs service that's faster and more reliable. We’ve listened and we're making changes to improve your experience by varying our repairs contract until we introduce a new service in July 2025. During this time, we'll be reviewing all options for the new service and setting up longer-term repairs and maintenance arrangements. In the meantime, MSPS has started to hire new operatives so they’re better resourced to carry out your repairs and can rely less on sub-contractors. 

• Simple fixes done faster: We now offer a service called ‘Help me Fix’ which connects our customers to an operative who may be able to solve your issue via video call or can give MSPS more technical information before they visit your home. This is not a replacement for an appointment but helps us to resolve simple issues quickly or give MSPS the information needed to fix your repair during the first visit. 

• A dedicated Specialist Repairs Team: We’ve also set up an internal Specialist Repairs Team, made up of Moat and Morgan Sindall team members. The team will focus on resolving complex repairs, booking repairs where no appointment has been made, and speaking to customers who are dissatisfied with the repairs service they’ve received to resolve any problems.

• Acting on customer feedback: We continue to work with our Repairs Forum to make sure our customers’ needs and experiences are at the heart of all changes we make. This customer-led group – which is open to all customers – meets quarterly to evaluate our repairs performance, suggest improvements, and keep us accountable to you.

• Knowing more about your homes: Through our home improvement surveys, we're improving the information we record about your home, so we can make sure your home is safe and in good condition, and plan any necessary repairs, works or upgrades.