Positives of the repairs service and suggested improvements

Positives

• Around half of tenants express satisfaction with the speed of the repair (52%) and with their first contact by phone to report a repair and make an appointment (49%). The quality of repairs is also appreciated (44%), as well as their treatment by the contractors’ operatives (41%)

Improvements

• Over half of tenants did not suggest any improvements to the repairs service (55%)
• Just under a fifth of tenants, however, would like improvements to the quality of repairs, to ensure it is fixed during the first visit (18%), and 15% feel the time taken to complete the repair could be better. Convenient and adhered to appointment times could also be improved, as well as communications from the contractor to update tenants on the repairs (11% each)

This chart shows what tenants like about the repairs service:
52% Repairs were completed quickly
49% First contact with the council by phone to report a repair and make an appointment
44% Quality of repairs is good
41% Contractors’ operatives were good, helpful, respected me and my home
39% Appointments made were convenient and kept by the contractor
31% Kept updated by the contractor about the repair
7% Other
18% N/A/ no comment

This chart shows what tenants think could be improved about the repairs service:
18% Improve the quality of repairs, ensuring it is fixed during the first visit
15% Improve how long it takes for repairs to be completed
11% Ensure appointment times are convenient and are not rescheduled
11% Be kept updated by the contactor about the repair
6% Improve first contact with the council by phone or offer other communication options
5% Ensure contractors are helpful and respect me and my home
8% Other
55% N/A/ no comment