Residents join us for insightful scrutiny workshop on complex repairs

In January, we hosted a full‑day scrutiny workshop focused on improving the way we manage and deliver complex repairs.

The session brought together residents who have recently experienced complex repair cases, alongside our Resident Members and Customer Influence Committee Members, to gather honest insight into what is working well and where improvements are needed.

Creating a valuable space for open discussions, residents shared personal experiences, from repair journeys that went smoothly to those that highlighted challenges in communication, coordination or timelines. Together, the group explored key themes such as response times, updates during ongoing works, and the overall customer experience.

Throughout the day, residents were solution focused. They offered suggestions on how we can strengthen our repairs process and ensure the service represents good value for money. Ideas ranged from clearer communication to better coordination across teams when repairs are particularly complex.

All feedback gathered during the workshop has been reviewed by our service leads and we're busy pulling together the full report which we'll share with you soon.

Before then, we wanted to share an early look at some of the key themes that came directly from your feedback.

Residents told us that while many repairs go smoothly, things can be frustrating when issues are more complex or require several visits. 

Here are the main points you raised:

• Communication can be unclear, especially when repairs become complex or involve multiple visits. Updates should explain what will happen next and who will be attending
• More accurate diagnosis at first contact is needed, as incorrect assessments can lead to unnecessary repeat visits
• Earlier management involvement would help prevent delays
• Clear, accessible guidance is important and can be shared through welcome packs and ‘tips and tricks’ videos
• You appreciate when our in-house operatives can handle more of your repairs, rather than relying on contractors.

We are extremely grateful to everyone who took the time to participate. Your honesty, collaboration and commitment to improvement help us deliver a repairs service that works better for all residents.