Help shape the future of our repairs service

Shaping the future of our repairs service

We are preparing to look for new contractors to manage our heating and repairs service, and we want you to help us get it right.

This consultation is your opportunity to tell us what matters most when it comes to maintaining your home. Whether you have had a great experience or feel there is room for improvement, your views will directly shape our upcoming tender process and help us choose the right contractors for the future.

Why your feedback matters

We want to build a service that reflects your priorities. Your feedback will help us set the standards, response times, and customer service expectations that potential contractors should meet to win the contract.

Our objectives

• To understand what a good repairs service looks like to you.

• To identify the biggest priorities for our customers (e.g., speed, communication, right-first-time fixes).

• To learn from past issues so we can prevent them in the future.

Putting customers at the heart of the process

Customers will play a key role in selecting our new repairs contractor. Through a customer workshops, residents will work alongside us to help create two tender questions that will be included within the tender pack issued to potential contractors. We will also seek additional feedback from customers throughout the procurement process to ensure their views continue to shape decision-making. Once contractors have submitted their responses, customers will be invited to take part in a further workshop to review and score the answers to the customer-led questions. These scores will form part of the overall evaluation alongside all other elements of the tender assessment.

Following the appointment of the successful contractor, we are committed to maintaining customer involvement by inviting residents to help monitor performance during the first year of the contract. This approach ensures that customers remain at the heart of getting things right, helping us to deliver a repairs service that is responsive, accountable and centred around the needs of both our customers and the homes in which they live.

The next steps

We will use the feedback gathered from these sessions to create the two customer-designed questions that will be included directly in the tender pack. Starting in September, we will begin working through the procurement process, and customers who took part in the focus groups will join us in marking the contractor responses to these customer led questions. We will share further updates on the shortlisted and appointed contractors in early 2027, leading up to the official appointment of the new contractor in April 2027.