More efficient home repairs for our residents
Our residents now benefit from more efficient home repairs thanks to significant improvements we have introduced.
Acting on feedback from its residents, we have transformed our repair services, ensuring prompt and consistent response times and enhanced communication.
Our teams have also improved our communications for planned maintenance and major repairs, meaning residents will receive regular updates on the progress of their requests.
A key improvement includes integrating all in-house reporting systems. This ensures residents get up-to-date and accurate information whenever they need it.
This continuous growth within our organisation aligns with our mission of ‘Transforming Homes, Lives, and Communities’.
Nick Sutton, Head of Property Services at Trent & Dove, said:
“We know how important it is for our residents to have confidence in our repairs service. These improvements mean we can respond promptly, communicate better, and provide a more efficient service overall. We aim to give residents peace of mind, knowing their repairs will be done quickly and effectively.”
Key benefits for residents:
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Prompt and more reliable repairs – quicker response times and consistent service
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Enhanced communication – regular updates on repair progress
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Improved efficiency – video call diagnoses save time and reduce unnecessary visits
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Enhanced safety – essential repairs cannot be cancelled, ensuring resident safety
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Greater transparency – residents and staff can track repair status at any time by contacting our Customer Services Team.
What’s changing?
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Emergency repairs – Still completed within 24 hours for urgent issues that pose a risk to life or property.
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Scheduled repairs – Now completed within 20 working days.
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Programmed and Major repairs – New priority system with 60 to 90 working days completion times, covering complex repairs and replacement of components.
These changes are part of our new repairs policy, developed in response to updated and well-established Consumer Standards and Awaab’s Law, which takes effect in October 2025.
For more details, residents can visit the updated webpage here.