Back in January 2024, we made a big decision: to bring our repairs service in-house. This wasn’t just a business move – it was a commitment to you, our customers. Your feedback told us loud and clear that repairs needed to improve and we listened.
At that time, the numbers showed we had work to do:
- Only 62.2% of routine repairs were completed on time
- Customer satisfaction was just 37.4%.
Most complaints were about repairs, whether it was delays, missed appointments or issues over quality. We knew that wasn’t good enough.
Fast forward to today and we hope you’re seeing a big difference – the numbers certainly tell us things are improving:
- 92.4% of routine repairs are now completed within target
- 86.4% of customers are satisfied with the service.
This turnaround is thanks to the dedication of our teams and the changes we’ve made to put customers first.
What’s happening now?
From 1st December, the majority of day-to-day repairs are carried out by our in-house team, Cobalt Housing Property Services. Some repairs such as those to gas and electrical services, will still be carried out by contractors.
We have a new depot, which is just 10 minutes from our Lower House Lane office, a new digital system that helps us work smarter and faster and, in January, our new stores partner, Huws Gray, will make sure our teams have the right materials when they need them, meaning quicker repairs for you.
Looking back (and ahead)
Two years ago, our repairs service looked very different. After a lot of hard work, collaboration and a shared goal, it’s a very different story today and we hope you’re feeling the improvements.
If you need to report a repair, or would like to find out more about the service, visit: Repairs and maintenance – Cobalt Housing
