Page 27 - Housing Solutions Annual Report

In 2019/20 we completed over 17,000 routine repair jobs. We continue to complete jobs in the top quartile
performance, with an average of 10 days. High levels of satisfaction with the most recent responsive repair
was maintained at 94% in 2019/20. This satisfaction is supported by strong operational performance, with
88% of repairs completed on first visit and over 96% of emergencies dealt with within a 4-hour target.

“I am extremely satisfied with the service, and with the
improvements to my home; they are very professional.”

Housing Solutions resident

The Covid-19 pandemic brought new challenges to the delivery of the repairs service but, with the support
and understanding of our residents, we maintained a high-quality emergency service throughout the
lockdown period completing 99.5% of all emergency repairs on time.

Days to Complete a Repair

16
14
12 14
10 12
8 10 10 10

6
4
2
0
Peer Lower Peer Middle Peer Upper Housing Housing
Quartile Quartile Quartile Solutions Solutions
2019 2019 2019 2018/19 2019/20

Repair Satisfaction %

100%
98%

96%
96.6%
94%
94.4% 94.0% 94.0%
92%
93.0% 93.0%
90%
90.8%
88%
88.4%
86%
86.7%
84%
82%
80%
Peer Peer Peer Sector Sector Sector Housing Housing Housing
Lower Middle Upper Lower Middle Upper Solutions Solutions Solutions
Quartile Quartile Quartile Quartile Quartile Quartile 2017/18 2019/20 2019/20
2019 2019 2019 2019 2019 2019

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