Repairs and maintenance policy

Measuring quality and performance

The Council is committed to ensuring that its repairs and maintenance services are delivered to a high standard, providing high levels of customer satisfaction, value for money and are of high quality. To make sure that we do this, we monitor and manage performance through a range of methods including:

Comparing our performance against key performance indicators and relevant tenant satisfaction measures with other social housing providers
Carrying out a number of inspections after repairs and maintenance work has been carried out to check for quality
Asking tenants and leaseholders for their views on the works carried out to identify any specific issues as well as any trends over time
Measuring whether repairs are completed within the target times.
Measuring whether repairs are completed on the first visit wherever possible. Respond to identified trends in repairs in certain locations or property types and use this to inform planned works.
Where possible, identify homes where repairs haven’t been reported for more than a year or where frequent repairs are reported in order to seek to identify any additional support or other needs.