Repairs and maintenance

Satisfaction with
repairs service

57%

Satisfaction with
repairs service

49%

Satisfaction with
repairs service

58%

We understand how important repairs are to you and we’re working on improving this service.

In 2022/23 we carried out 39,193 repairs. We spent £26.17m on home improvements and repairs which included:

549

homes with new windows and doors with a further 79 partial upgrades

375

new boilers installed

174

new kitchens and 2 upgraded

18

new central heating systems and 4 upgraded

51

new bathrooms

630

properties received high level works and 36 upgraded

17

new wet rooms installed as part of our accessibility work

13

homes were fitted with highly efficient air source heat pumps

Despite these numbers, we know there are still some repairs jobs that haven’t been sorted. We’re working hard to get them all done as soon as we can.

A Grand Union colleague working at a customer's home

Working on improvements

We’ve reviewed our teams and processes to make sure we can provide a much better repairs service for you. This includes:

  • a new specialist repairs hub team, who deal with repairs at the first point of contact and diagnose repairs correctly first time
  • trialling Quality Assurance Technicians, who will inspect planned works from contractors and coach colleagues to help improve quality

We’re confident these changes will lead to improvements, reduce the time taken to complete repairs and ensure your home is well maintained.

Have a look at some other facts and figures from the year:

Keeping you safe

Listening to you

Around your home

Back to Customer Annual Report overview