Repairs service update
Earlier this year, we asked for your thoughts on our repairs service. Thank you for taking the time to complete our survey!
Your satisfaction is our priority and we are committed to continually improving our services. Your valuable feedback has guided our project to improve our repairs and investment services.
Here's what you told us:
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You want consistent, excellent repairs.
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You appreciate a team that takes ownership and gets the job done right, first time.
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You value being listened to and treated with respect.
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You expect us to be open and honest, keeping you updated and putting things right when they go wrong.
Here are some of the changes we have already put in place:
You said...
It frustrates me when my repair is delayed due to the additional time it takes for M&Y’s authorisation .
We have...
Increased the authorisation level for M&Y operatives, reducing wait times for repairs and emergency callouts.
You said...
I couldn’t raise my repair on the My Regenda Homes portal because the option was unavailable.
We have...
Improved the My Regenda Homes portal! Adding 20 new repair options, making it easier for you to raise repairs whenever is best for you.
You said...
You want to be treated with empathy and respect.
We have...
Worked with you, our staff and our operatives to develop a code of conduct setting out the expected actions, values and behaviours when working in your homes.
Repairs performance
So far, since April 2024, on average we have:
• Completed 94.99% of routine repairs on time.
• Completed routine repairs in 21 days , our target is 60.
We are continuing to see a lot of repair requests reported to us. We are working through repairs based on the level of urgency, and you will be advised of this when you contact us. We always strive to resolve repairs first time and on time.
Visit our repairs and maintenance page to report a repair and find out more about the rep a irs process, our responsibilities, frequently asked questions and more.