Following the appointment of two new repairs contractors in summer 2025, both experienced challenges managing higher-than-expected volumes of repairs. We understand this led to delays and frustration for some residents, and we are sorry for the inconvenience caused.

Since then, we have taken decisive action to improve performance, strengthen oversight and speed up repairs for residents.

Action taken to improve the service

To address the issues, we have:

• Improved the way the repairs service is managed internally.
• Worked closely with contractors to improve performance and accountability.
• Introduced clear targets to reduce outstanding repairs.
• Brought in additional contractors to help tackle the backlog.
• Contacted residents with overdue repairs to keep them informed of progress.

Strong progress already achieved

The steps taken are delivering real results:

• The number of repairs in progress has fallen significantly since September.
• Overdue repairs have been reduced by almost 75%.
• Resident satisfaction with the repairs service has increased from 69% to 85%.

Keeping up the momentum

Improving the repairs service remains a key priority.

Our Board and Residents’ Forum continue to closely monitor performance, while daily reporting helps us identify issues early and prevent repairs becoming overdue. We will also continue to publish monthly performance updates so residents can track progress.

Need to contact us?

If you have an overdue repair, or feel a repair has not been completed to a satisfactory standard, please get in touch. We will investigate your concerns and work with our contractors to resolve the issue as quickly as possible.

You can also view our latest repairs performance updates at:
www.newlon.org.uk/improving-our-repairs-performance/