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Summary

  • Tenants who are satisfied with the time taken to complete their repair like the speed with which the repair is carried out, often completed in a day or within hours of reporting, as well as feeling that the repairs are reliable and of good quality. Tenants are also pleased with the staff, reporting them as having a good manner and attitude
  • Many tenants are neither satisfied nor dissatisfied due to the length of time that can be taken to carry out the repair – with many reporting that their repair has still not been fixed. Others mention issues around inconsistency in repair timeframes, as well as problems with communication about how long the repair will take
  • The most common complaints from tenants who are dissatisfied with repair timeframes is that the repair took too long to complete or has still not been completed, with many reporting issues with delays. Many also are dissatisfied with the impact on their home, finding the repairs to be of poor quality or efficiency, and in some cases making their home unsafe or uninhabitable due to the delay

Please explain why you are ‘very’ or ‘fairly satisfied’ with the time taken to complete your most recent repair after you reported it.

Base: Those who are ‘very satisfied’ or ‘fairly satisfied’ with the time taken to complete their last repair (580)
wdt_ID Key themes Percentage (%)
1 Quick e.g. same day repair or within hours of reporting 14
2 Reliable/ good quality 7
3 Happy with the manner/ attitude of staff 5
4 Generally happy with service e.g. efficient response/ service 4
5 Improvements 1
9 Other 2
10 N/A / No relevant comment 75

Please explain why you are neither satisfied nor dissatisfied with the time taken to complete your most recent repair after you reported it.

Base: Those who are ‘neither satisfied nor dissatisfied’ with the time taken to complete their last repair (32)
wdt_ID Key themes Percentage (%)
1 Repair hasn't been fixed 38
2 Sometimes they take too long 9
3 Inconsistency 8
4 Communication 3
9 Other 2
10 N/A / No relevant comment 50

Please explain why you are ‘very’ or ‘fairly dissatisfied’ with the time taken to complete your most recent repair after you reported it.

Base: Those who are ‘very dissatisfied’ or ‘fairly dissatisfied’ with the time taken to complete their last repair (70)
wdt_ID Key themes Percentage (%)
1 Took too long 32
2 Still hasn’t been completed 27
3 Repair was delayed 8
4 Quality and efficiency e.g. standard is not always good 6
9 Home unsafe/ uninhabitable due to time taken to complete the repair 3
10 Other 4
11 N/A / No relevant comment 44