Improving our repairs performance

As a Newlon resident, you should expect a responsive and high-quality repairs service. This means any emergency repairs, including lift breakdowns, should be dealt with in 24 hours and most other issues should be completed within 20 working days. In an effort to improve the reliability and quality of the repairs service overall, we worked with residents to appoint two new contractors in the summer of 2025. Although the transition from our previous main contractor was initially smooth, it became clear that one had problems recruiting enough tradespeople and the other has struggled to keep up with the number of orders we are raising. We recognise the importance of a reliable repairs service and we are sorry for the impact these issues have been having on residents. We are working intensively with our contractors to get things back on track and the table and graph below show the progress we have made over the past few months.

	End of Sept	End of Oct	End of Nov	End of Dec	End of Jan	End of Feb
No.of jobs in progress	3,896	3,290	3,080	2,971	2,071	2,078
No.of overdue jobs	2,605	2,295	1,984	1,621	1,350	1,074

What we have done to stabilise and improve the service?

• We have made changes internally to the way that the responsive repairs service is being managed.
• We have agreed targets with all our contractors to reduce the number of works in progress.
• We have worked with our new contractors to help them achieve the targets we have set for them.
• We have brought in other contractors to help clear the backlog.
• The table and graph above show that we have been making good progress in reducing the total number of repairs in progress as well as those that are overdue.
• We will be updating the performance information on this page on a monthly basis.

What we have done to communicate with people who have outstanding repairs?

• Our Service Centre team have been calling people with outstanding repairs so that they are aware of any delays and know when the works have been scheduled.

What our Board and Residents’ Forum have asked from us?

• Our Board and Residents’ Forum have been very clear that performance must improve and have asked for regular updates and that we have plans in place to closely monitor and manage the performance of all our contractors.
• The service is continuing to steadily improve and overall satisfaction with repairs has increased to 78% from a low point of 69% in November, which indicates that residents’ experience of the repairs service is improving.

What have we learned and how will we make sure it won’t happen again?

• We are making better use of daily reports to check and manage jobs that are at risk of becoming overdue. This is allowing us to proactively contact residents and to liaise with our contractors to deal with any at risk jobs in real time.

What to do if you have concerns about a repair that is overdue or that you don’t think has been completed to a good standard?

• Please contact us to let us know if a repair has not been completed when it should have been or was not competed to an acceptable standard. We can then follow this up directly with our contractors.