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days
the average number of days for a routine repair.
You've told us you want a repairs service that is faster and more reliable. We've listened and we've taken action.
Published: 28 January 2026
Next update: 4 February 2026
the average number of days for a routine repair.
of our emergency repairs are completed within 24 hours.
of our customers are satisfied with their completed repair.
Right now, it’s taking on average 21 days for us to complete routine repairs. We’re still prioritising long-standing and emergency repairs, and we’re sorry if your repairs have taken longer than expected.
Satisfaction has also dropped to 80% as we’ve received some complaints about some of our additional contractors. Whilst we’ve had positive feedback on our operatives, we know there’s more we can do to improve your experience.
Head of Repairs Partnering, Lanier, shares an update on our repairs service (November 2025) - what's improved, what still needs work, and what you can expect next.
We know how important a reliable repairs service is to your day-to-day life, and we're committed to making it better.
Read hereWe want to keep you informed about progress in selecting our long-term repairs partner. After an initial review, we shortlisted two organisations to move forward to the next stage of the formal bidding process.
Since then, one of the organisations has chosen to withdraw, which means that Mears is now the remaining bidder for our repairs contract. It’s important that we continue and fully complete the procurement process. This ensures that the long-term contract reflects what you, our customers, have told us you want from a repairs service.
Find out more
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Alongside our main interim repairs partner, Mears, we now work with a number of trusted specialist contractors. Bringing in this extra support helps us deal with more complex and long-standing repairs, reduce delays, and get things fixed faster for you.
These specialists focus on repairs outside of Mears’ day-to-day work and include:
We believe it’s important to have the right people for the right job, so your home gets the care and attention it needs. By adding these specialist contractors, we’re already seeing real improvements and that means a better repairs service for you.
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We’ve seen a lot of improvements with our repairs service since Mears, our interim repairs partners joined us in February 2025.
Thank all to everyone for sharing with us what you liked or didn’t like about your repairs experience, and for being so patient as we worked to get things back on track.
There’s still more work to do, and your feedback has gone a long way in helping us to improve the service for everyone.
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