Meeting your housing needs -

Repairing, maintaining and improving homes

We know how important it is for your home to be warm, safe and comfortable to live in.

Between April 2020 and March 2021 we spent £17.3m on responsive repairs, maintenance and improvements.

Because of COVID-19 and following guidance from Public Health England, for most of the year we could only carry out emergency or urgent repairs. We couldn’t make appointments for less urgent repairs. Our priority was to keep essential services running without disruption.


of emergency* repairs responded to within 24 hours (21,239 of 21,260).


of urgent** and routine*** repairs completed within seven (urgent) or 21 (routine) days (9,465 of 11,110).


of repairs appointments kept (8,409 of 8,658).


boilers installed at a total cost of £1.5m.


kitchens and bathrooms installed at a total cost of £478k.


electrical rewires in properties at a total cost of £532k.


spent on installing fire safety measures such as new doors and windows.

We adapted to the unprecedented challenges by working around isolation and shielding, social distancing, caring responsibilities, humanitarian support and everybody’s health and wellbeing.

Solutions included using extra vehicles to avoid car-pooling, extra PPE to keep staff and customers safe, and training up more staff to do emergency repairs.

The pandemic created a significant backlog in more routine repairs, which we’re now working through while remaining careful to keep you and our staff safe.

*Emergency repairs

Emergency repairs are incidents that could result in an immediate risk to the property or health and safety of people, for example uncontrollable leak or exposed wiring.

**Urgent repairs

Urgent repairs need to be dealt with quickly but don’t present an immediate risk to property or people.

***Routine repairs

***Routine repairs are those which don’t need to be dealt with quickly but cannot be left until we start a planned programme.