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Repairing Homes | 2023 Review

A technician in safety equipment assessing an electrical switch board

Over the past 45 years, we have established ourselves as a leader in home repairs, championed by our experienced and responsive maintenance team. This dedicated team has once again demonstrated their commitment to excellence with a customer-first approach throughout 2023. 

This year, we’ve completed 42,801 day-to-day repairs, proving our team’s dedication to upholding the highest standards of living for residents. In terms of emergency repairs, we’ve raised the bar by attending to an average of 1,000 emergency appointments per month. This consistent effort ensures that urgent issues are addressed around the clock, within four hours of reporting.

Our performance against targets has been impressive, with 88% of emergency repairs completed within the set goals, showcasing our efficiency and dedication to service excellence. We completed 94% of general repairs on time, thanks to our exceptional team’s hard work and meticulous planning. Our service accessibility also improved significantly, resulting in an 8% no-access rate for the year. This focus on planning and accessibility ensures prompt service delivery and reinforces our commitment to meeting residents’ needs and maintaining high satisfaction levels. 

Our first-time fix rate has held steady at 80%, a reflection of our team’s expertise in resolving issues efficiently and reducing the need for return visits. This efficiency contributes significantly to our resident satisfaction rate, which stands at 79%

As we look back on the year, we take pride in our accomplishments and the positive impact we’ve had on the communities we serve. Yet, we also acknowledge the importance of continuous improvement. Our goal for the coming year is not only to maintain our high standards but to surpass them, enhancing our response times, first-time fix rates, and overall tenant satisfaction. 

This information is featured in our 2023 Review, you can view the full document here:

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