You’ve told us you want a repairs service that is faster and more reliable. We’ve listened and we’re taking action.
We are making changes to our repairs service to better meet your needs. Despite efforts to improve, the service hasn't lived up to your expectations for speed and reliability.
Your feedback has been heard, prompting us to vary the contract we have with Morgan Sindall switching to a short-term contract until June 2025. This allows us time to look for new repairs partners to deliver this service to you from July 2025.
Thanks to everyone who participated in our repairs survey back in May – your feedback has helped us to understand your priorities and how you’d like to be involved in shaping your future repairs service.
The message is clear – you want a repairs service that is faster, more reliable, and efficient. With over 1,100 survey responses, customer focus group discussions, and input from colleagues, we’ve gathered a thorough understanding of what a ‘good repairs service’ looks like from your perspective.
Putting your needs first
Based on your feedback, we’re exploring different options to deliver a future repairs service that meets your needs and expectations. If you’ve expressed interest in being more involved in selecting the best approach, we’ll be reaching out to you shortly. For those of you who just want to be kept informed, we’ll provide you updates on our progress and potential options in future editions of Customer Catch-up and on our website.
Haven’t shared your feedback yet? No problem! It’s never too late to influence the shaping of your repairs service. Whether you prefer to send us an email, give us a call, attend our Repairs Forum, or explore other options, we’re here to listen. Get in touch with us today!
The next step
You’ll soon receive an important letter from us if you’re a customer who pays a service charge for repairs and maintenance. These letters are called Section 20 notices, and they’re a legal requirement to ensure you have a say in decisions that affect the services you pay for. This is an important first step in the process of improving your future repairs service. Keep an eye out for your letter in the post. It will explain the Section 20 process and how you can provide your feedback, because your input is really crucial in helping us make the right decision that works for everyone.
