We’ve launched our Repairs and Maintenance Performance Group, a customer‑focused forum designed to strengthen how we listen, learn and improve repairs and investment services across our homes.
The group brings together colleagues and customers to review performance, understand what’s working well and take action where improvements are needed, ensuring repairs and planned works are shaped by our residents.
The customer voice is central to this work. Customers consistently praise the professionalism and quality of our operatives, but they’ve also highlighted areas for improvement, particularly around communication, appointment management and follow‑on works. This feedback is directly informing service improvements.
Our Customer Voice Lead, Ryan Shelswell, said:
“The quality of work is strong, but communication and coordination have the biggest impact on the customer experience. This group gives us a real opportunity to turn feedback into meaningful change.”
Alongside customer insight, the group will review performance information and progress against targets, agreeing clear actions to improve the customer experience.
Ian Hancock, Chair of the group, said:
“By combining performance data with customer feedback and colleague insight, we can make informed decisions that improve outcomes for customers and support thriving communities.”
