19▼
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.
Following a detailed review of cost and quality, and completion of the Section 20 customer consultation, we’re in the process of awarding Mears our long-term repairs service contract. This 10-year partnership is focused on delivering a more reliable, high-quality service.
We’ll continue improving current services as we prepare for the new service, which is expected to launch in late summer 2026.
Stanhope PFI residents: Your repairs will continue to be managed by Morgan Sindall Group.
Find out more here
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Published: 27 May 2026
Next update: 3 June 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.
It’s been a positive week for repairs, with routine repair wait times improving from 24 days to 19 days – a great step in the right direction!
Emergency repairs performance remains very strong at 99% and customer satisfaction has also seen a really encouraging increase, rising to 87%. This reflects more repairs being completed first time, which we know makes a big difference to your experience.
We’ll keep building on this progress to deliver a more reliable and responsive service for you.
Naturally you'll have some questions about our long-term repairs partner. We've answered some of them here – please get in touch with us if you have any more.
We are in the process of awarding a long-term repairs contract to Mears. This will be a 10-year partnership focused on improving reliability, quality, and value for money.
We expect the new service to launch in late summer 2026.
No. There is no immediate change. Mears will continue to deliver repairs as they do today.
We carefully reviewed cost, quality, and customer feedback. Mears is already delivering the interim service, and we believe they are best placed to provide a more consistent and improved long-term service.
This is a legal process that allows us to consult leaseholders on long-term agreements that may affect service charges. It ensures your views are considered before decisions are made.
We aim to deliver value for money through this contract. If there are any changes to charges, these will be communicated clearly and in line with consultation requirements.
We’re sorry if your experience hasn’t been good. Please continue to report issues through our usual channels so we can address them. Your feedback helps us improve both current and future services.
We’re working closely with Mears to strengthen systems, processes, and performance standards before launch. We’ll also monitor performance closely and continue to act on customer feedback.
We’ll share regular updates on our website, social media, and newsletters.
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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