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Summary

  • Substandard repairs are the main complaint from tenants who are not satisfied with the service, for example repairs not being done properly the first time or the repair creating further issues
  • Tenants would also like repairs to be resolved, and faster – some mention repairs not being completed whilst others mention the time it takes for someone to attend the repair.

What could we do to improve our repairs service to you?

Base: Those who are not ‘very satisfied’ or ‘fairly satisfied’ with the overall repairs service (124)
wdt_ID Key themes Percentage (%)
1 Standard/ quality e.g. wasn’t done properly first time, repair created other issues 48
2 Repair attempted but not resolved 23
3 Improve time to attend/ complete repair 11
4 Respond to issue/ do repair 7
5 Better communication from/between repairs services 6
6 Specific repairs needed 5
7 Listen to tenants' issues 1
8 Be more consistent – sometimes it’s good, sometimes not 1
9 Other 1
10 N/A / No relevant comment 20