Repairs and maintenance Our Repairs and Maintenance team and partner contractors continued to work in challenging circumstances. Despite the impacts of increasing energy, material, and labour costs, we have completed more jobs, improved performance and seen an increase in customer satisfaction in the past year.
We’ve expanded our in-house property and grounds maintenance team, Castles & Coasts Services (CCS), to become more responsive, more efficient and to enhance our residents’ experience. CCS carry out most of our repairs and empty property maintenance, giving us more control of our resources. Key CCS highlights:
During the last financial year, we have responded to over 22,000 repair jobs. We have prioritised emergency and urgent repairs, completing 98% of them on time. We continued delivering good performance on routine repairs, achieving an on time completion rate of over 94%. Key statistics:
13,527 responsive repairs completed 361 properties made ready to let 10,736 grounds maintenance visits 3,785 communal cleaning visits 1,968 smoke and carbon monoxide reports submitted 957 Electrical Installation Condition Reports (EICR) completed
Emergency repairs 98.92% completed in timescale (Target: 95%) Urgent repairs 98.25% completed in timescale (Target: 95%) Repairs completed 22,484 (including building safety repairs)
3,375 scheme fire alarm tests carried out
285 compliments received about the service
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