Positives of the repairs service and suggested improvements

• Tenants are most satisfied with their first contact by phone to report a repair and make an appointment and the speed of the repair (59% each). 50% each also appreciate the contractors’ operatives being good, helpful and respectful and the quality of the repair
• To improve the repairs service, tenants would most like to see improvements to the quality of repairs, ensuring they are fixed on the first visit (44%) and to appointment times, ensuring that they are convenient and not rescheduled (33%). Around a quarter would like to be kept updated by the contractor about the repair, as well as improvements to how long it takes for the repairs to be completed

This chart shows what tenants like about the repairs service:
59% First contact with the council by phone to report a repair and make an appointment
59% Repairs were completed quickly
50% Contractors’ operatives were good, helpful, respected me and my home
50% Quality of repairs is good
47% Appointments made were convenient and kept by the contractor
31% Kept updated by the contractor about the repair
2% Other

This chart shows what tenants think could be improved about the repairs service:
44% Improve the quality of repairs, ensuring it is fixed during the first visit
33% Ensure appointment times are convenient and are not rescheduled
26% Be kept updated by the contactor about the repair
25% Improve how long it takes for repairs to be completed
19% Improve first contact with the council by phone or offer other communication options
15% Ensure contractors are helpful and respect me and my home
10% Other