We want tenants to be satisfied with the services they receive from us and to be able to trust us to deliver on what we say we will do. We want all tenants to be able to share their views on the repairs services we deliver, so the homes we provide are safe and well-maintained.
We have recently launched our new Repairs and Maintenance Excellence Group, an initiative created to work with tenants to improve the repairs and maintenance services we offer. The group has been limited to 11 members to ensure effective collaboration and input from involved tenants.
The first session held on 1 August saw members come together to meet the ForHousing Repairs and Maintenance and Gas Compliance Teams. During the session, tenants agreed on the group’s objectives, including overseeing contractor performance, holding contractors accountable, and addressing areas where performance could be improved. Members also took part in an exercise led by the Head of Maintenance, where they reviewed performance reports to understand the type of data that will inform their ongoing work.
The group will meet quarterly to talk about key aspects of the repairs contract, including performance, customer satisfaction, and complaints management. The next meeting in September will focus on agreeing the group’s terms of reference and identifying the top five themes that will guide future sessions.
Making the most of our resources – colleague and tenant insight
Valuable feedback from colleagues who are also tenants is crucial in assessing the quality and effectiveness of our repair services. Together with the Head of Maintenance and Asset Management, ForHousing colleagues across the organisation have formed a group where their firsthand experiences with repairs and other services we offer are discussed and addressed. The group’s insight allows us to identify how we can improve, ensuring that the services meet the tenants’ needs and expectations.
We look forward to the collaborative efforts of the Repairs Excellence Group and the colleague repairs group in driving continuous improvement in service we deliver to our tenants.
