Keeping your home in good repair

We understand that our service has not been as good as it should be, and how frustrating this can be.

In the last year, the Executive Team made the decision to recruit repair specialists to solve the root cause of the issues and to improve the responsive repair service by solving the root cause of the issues affecting it. These changes will be introduced over the forthcoming year.

We realised that complaints were not being responded to by the staff involved. We used feedback that complaints relating to repairs were not being responded to by the most appropriate staff members. During the year we have started to make changes to our repairs service.

This year we installed...

Kitchens

Bathrooms

Doors

Windows

New roofs

Boilers

What we are focussing on in 2025/26

It has been a positive year in repairs, and we have made many developments to improve our service.

Our Head of Repairs has made a commitment to regularly meet and speak with residents so the impact of our repairs service is fully understood, and further improvements can be made.

We are installing a culture of ownership, and a promise made, promise kept culture so we can begin to rebuild your trust.

Our Repair Operatives and Supervisors will now own their first time fix to reduce the number of follow-on repairs and disruption to residents.

All our Repair Operatives will receive diversity and inclusion training, as well as customer service training. By doing this, they will develop a better understanding of the diversity and needs of our residents.

We are planning to reintroduce regular estate walk arounds and surgeries to learn what is impacting our residents and hear their voices. We are rolling out a technical analysis to close the skills gap amongst our Repair Operatives, so we can meet the demand of our residents that is not currently met.

Spend

Spend	Last year	This year
Responsive repairs	£8,329,000	£9,135,000
Major repairs	£5,737,000	£6,343,000
Cyclical repairs (Planned works)	£1,350,000	£1,006,000
Total Repairs	£15,416,000	£16,484,000

Homes that do not meet the Decent Homes Standard (RP01)

Last year (2023/24)	1.0%
This year (2024/25)	1.7%
This year's target	0%
Next year's target (2024/25)	0%

98.3% of Wandle homes meet the Decent Homes Standard. Next year, we're aiming for 100%

Satisfaction with repairs (TP02)

Last year

This year

Target: 60%

Next year's target

Repairs completed in timescale (RP02)

Last year

0.2%

This year (lower than target 82%)

Next year (target):

We are still agreeing a target for 2025/26

Repairs in timescale (routine) (RP02)

Last year

This year (lower than target 85%)

Next year (target):

We are still agreeing a target for 2025/26

Satisfaction with time taken to complete a repair (TP03)

Last year

This year (lower than target 58%)

Next year (target): 58%

Satisfaction that your home is well-maintained (TP03)

Last year

This year (lower than target 60%)

Next year (target): 52%

Keeping your home safe...

Go to next section