Keeping your home in good repair
Highlights of the year
We understand that when you need a repair done it can be frustrating until the problem is resolved, especially if you’re not kept up to date with what’s happening.
In the past year we’ve been working to change the way that we manage our repairs service, including changing the systems that we use, and the way that we work, to deliver a better service to you.
In October 2025, the first phase of Awaab’s Law came into force, and we’ve worked hard to make sure that the way we respond to damp and mould meets the requirements of the law.
This year we installed...
Kitchens
Bathrooms
Doors
Windows
New roofs
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’ve improved the way that we track our repairs, from when you first report it through to when all the works are complete. This has meant that we can better spot any problems and improve.
We’ve also employed a member of the team to be responsible for making sure that any repairs relating to a complaint are monitored until they are all completed, so you can be sure that there are no delays.
The Residents Repairs Panel
We’ve worked really closely with our Resident Repairs Panel, formed in summer 2025, to make sure that we’re making the right decisions. They have been working closely with us every step of the way. Their feedback has been used to:
- Inform changes to our pest control policy – which means we now step in to address problems in many more cases.
- Update the progress messaging (text updates) that you’ll receive from our new scheduling system, including more information about when the operative completing your repair is on their way.
- Make our vans easier to identify – every van in our fleet now has a two-digit number on all four sides, so if there’s a problem it’s much easier for you to report it to us.
What we are focussing on in 2026/27
We’ve got a new framework (long-term argeement) in place for sub-contractors, who carry out the works that our repairs team can’t.
We will launch this new framework in the autumn, and we’ve spent a lot of time making sure that these contractors are all committed to a consistent quality standard, so you can be sure that the work is carried out by teams we trust to do a good job.
As our improvements continue, we also want to give you better control of appointments – offering a guaranteed first appointment of the day (so you know our operative will be with you first thing in the morning), and offering you a choice of operatives – so if you’ve had a great service from a particular plumber or carpenter and you’d like them to be the one that completes your next repair, you can make this choice.
Spend
Homes that do not meet the Decent Homes Standard
98.4% of Wandle homes meet the Decent Homes Standard. Next year, we're aiming for 100%
Satisfaction with repairs
Last year (2024/25)
This year (2025/26)
Target: 60%
Next year's target
Repairs completed in timescale (emergency)
Last year
This year (lower than target 99%)
Next year (target): 95%
Repairs in timescale (routine)
Last year
This year (lower than target 85%)
Next year (target): 85%
Satisfaction with time taken to complete a repair
Last year
This year (lower than target 58%)
Next year (target): 55%
Satisfaction that your home is well-maintained
Last year
This year (higher than target 52%)
Next year (target): 60%