Keeping your home in good repair
Highlights of the year
We understand when your home needs a repair, it can be a frustrating time until the problem is resolved.
In the past year we have built a stronger repairs team by hiring more operatives to improve and deliver a better service for you.
One of our goals this year was to increase our customer satisfaction level and many of you shared your frustrations when having to wait for a repair. We established a storage unit in central London and now ensure our vans are continuously stocked to create a more efficient service and decrease processing times.
We have revised our damp and mould process and will now be following up each case after 90 days to ensure the problem has been resolved.
This year we installed...
Kitchens
Bathrooms
Doors
Windows
Energy efficient storage heaters
Boilers
Learnings and improvements made this year
It has been a positive year in repairs, and we have made many developments to improve our service.
We have worked with our operatives to identify their strengths and built on their existing skills to enhance our output and improve our service. Our operatives have undertaken complaint training and how to overcome obstacles that could arise to help prevent issues from occurring again.
We now provide flexible appointments for your gas and electrical testing to suit you, including evening and Saturday appointments.
Our repairs team undertook water pump training, which means if a pump stops working in your block, our team now have the skills to resolve the issue and turn your water back on within a quicker timeframe.
We are working alongside a private occupational therapist to help us support our vulnerable residents who require aids and adaptations, which has decreased our processing time.
What we are focussing on in 2024/25
We have created a new planned investment booklet for kitchens, bathrooms, doors and windows which will help our residents and homeowners know what to expect, including the role of our contractors, the timescales and the colour and design choices.
We will ensure all our operatives have mandatory training and continue to build on their skills to reduce the use of contractors.
We will aim to complete a repair first time, but if our operatives need to make a further appointment, we will ensure there is an audit trail from start to finish. This will allow us to track and monitor appointments more effectively.
Our operatives will undertake training to ensure their van is stocked correctly to avoid unnecessary delays and reduce travel time between jobs.
A resident's story…
Claudette P, one of our residents said, ‘I came to one of Wandle’s community days and told them our concerns and the works that needed to be done in our home. Wandle got in touch with the contractors and liaised with me every step of the way. The support they gave was amazing.’
Spend
Homes that do not meet the Decent Homes Standard (RP01)
99% of Wandle homes meet the Decent Homes Standard. Next year, we're aiming for 100%
Satisfaction with repairs (TP02)
Last year (2022/23)
This year 2023/24
Lower than target: 52%
Next year's target (2024/25)
Repairs completed in timescale (RP02)
We aim to complete emergency repairs in 24 hours, and routine repairs within 28 days.
2023/24 (emergency)
2023/24 (routine)
Comparison year on year:
Last year (2022/23)
This year (2023/24) (combined average of emergency and routine)
Lower than target: 85%