*Target timescales for repairs: Emergency: 24 hours, Urgent: 3 working days, Routine: 32 working days (45 calendar days), Programmed 65 working days (90 calendar days)

24/25 medians for Private Registered Providers reported by the regulator

You said: You told us that too many repairs were taking too long, appointments were sometimes late or cancelled without clear communication, and issues like leaks, damp and mould, and outstanding repairs weren’t always being completed first time.

We did:

Put complaints front and centre – Our repairs team leaders now take clearer ownership of complaints from start to finish, so issues are followed up properly and resolved sooner.

Focused on the longest-waiting repairs – We’ve introduced a new approach to prioritise and reduce our oldest outstanding repairs, so customers aren’t left waiting.

Improved how we manage appointments and work – We’re using a new performance scorecard to track how repairs are delivered and spot problems earlier. We’ve also replaced 235 of our vans so we can provide a faster and more efficient service with minimal disruptions.

Strengthened checks after repairs – We’ve improved our record-keeping and post-repair inspections to make sure work is completed properly, especially for issues like leaks and damp.

24/25 medians for Private Registered Providers reported by the regulator

You said: Fly-tipping makes neighbourhoods look untidy, causes safety concerns, and affects how it feels to live in your community.

We did: We joined the national Fight Fly-tipping Fortnight campaign to highlight the harm dumped rubbish causes and encourage responsible waste disposal. We shared clear advice and short podcast clips on what fly-tipping is, its impact on people and communities, and how to avoid illegal waste services, supporting our work to keep neighbourhoods clean, safe and well maintained.

You said: You shared feedback after seeing grounds maintenance completed in one area but not the area next to it, and wanted to understand why this happens.

We did: We reviewed the schedules with our contractor Glendale and changed how routes are planned, so the same crew completes the whole site in one visit. We will continue to check routes and make changes where needed to keep the service consistent.

You said: You gave feedback and asked questions about how grounds maintenance works, what’s included at different times of the year, and how to let us know if something does not look right.

We did: We shared a series of short videos where our Neighbourhood Services Manager responds directly to your feedback, explains the improvements we’ve made with our contractor to improve consistency, how the service is checked against agreed standards, and the quickest way to report issues so they can be put right.

24/25 medians for Private Registered Providers reported by the regulator

You said: You shared your views and asked for clearer information about how grounds maintenance works, what to expect at different times of the year, and how to raise an issue if something does not look right.

We did: We shared short videos where our Neighbourhood Services Manager responds directly to your feedback, explains the changes we’ve made to improve consistency, and clearly sets out how to report issues so they can be put right.

24/25 medians for Private Registered Providers reported by the regulator

You said: At the annual customer conference, you asked us about seasonal fire safety messages and risks.

We did: We produced a Christmas fire safety video and are looking at rolling out more in 2026. 

You said: You aren’t always aware of when your gas or electrical check appointment is taking place.

We said: We have introduced a range of ways to let you know about your upcoming gas or electrical appointment, including by text, email, letter and WhatsApp

24/25 medians for Private Registered Providers reported by the regulator

We work with customers like you to improve our complaints service. Your feedback has led to important changes.

You can read about this in our Complaints Action Plan.