Repairs Complaints Update
Over the past 12 months, we’ve experienced a significant increase in repairs complaints, leading to a backlog. In May, we launched a focused plan to resolve all overdue complaints by 1st July 2025.
We’re pleased to share that:
- 65 complaints were resolved in June 2025, up from 18 in May 2025.
- As of 30th June 2025, we are now fully compliant with complaint response timeframes for the first time in over a year.
We know this backlog has impacted many residents, and we’re committed to rebuilding trust by:
- Responding to all complaints within expected timescales.
- Learning from past mistakes through our new Service Improvement Team, who will analyse complaint themes and drive continuous improvement.
EQUANS Repairs Performance
|
Metric |
Oct 2024 |
Jan 2025 |
Mar 2025 |
Jun 2025 |
|
Resident satisfaction (% of residents satisfied with the repair completed) |
N/A |
77.2% |
77.9% |
77.5% |
|
Work in progress (WIP) – Outstanding jobs |
4,287 |
3,568 |
3,498 |
3,155 |
|
Repairs completed |
5,631 |
5,767 |
4,669 |
3,044 |
|
New repairs |
4,984 |
5,879 |
4,721 |
2,865 |
|
Average time to complete a repair (all priorities) |
24 days |
18 days |
15.9 days |
18.4 days |
|
% of emergency repairs |
35% |
43% |
38% |
28% |
Key Insights:
- The increase in emergency and new repairs impacted our ability to reduce WIP.
- A revised improvement plan in April 2025 has led to progress, though we acknowledge there’s more to do. We are working closely with EQUANS to continuously review the performance and highlight areas for improvement.
- Completion of older repairs has affected satisfaction scores and completion times, but we’re on the right track.
EQUANS Call Performance
|
Metric |
Oct 2024 |
Jan 2025 |
Mar 2025 |
Jun 2025 |
|
% of calls answered - Resident line |
46%
|
51%
|
7%
|
85%
|
Key Insights:
- Call performance has been a major concern; this was a key area of resident dissatisfaction and theme for complaints.
- In May, EQUANS restructured their Customer Service Team, including appointing a Senior Planner and Customer Service Manager.
- These changes have led to a dramatic improvement in call response rates and a reduction in related complaints.
