Providing Quality Sustainable Homes

We aim to ensure our tenants are living in warm, safe, high quality, sustainable homes in a place they are proud to live.

Here’s how we are doing...

Performance measures

97.64% Of repair jobs completed at first visit (target 96%) upper quartile
84.33% of tenants satisfied with repairs (target 88%) lower median quartile
14.02 Days average time taken to complete repairs (calendar days) (target 12) upper quartile
96.02% Of tenants satisfied with gas servicing (target 98.75%)
100% Homes maintained to comply with Decent Homes Standard (target 100%)
93.99% Of tenants satisfied with planned home improvement works (target 90%)
73.61% Of damp and mould cases closed within 33 working days (target 100%)
20.97 Working days on average to carry out damp inspection (target 8 days)
13 Working days on average to carry out repairs following damp and mould inspection (target 25 days)
100% Of damp and mould cases requiring a follow up which has been completed (target 100%)
30.8% Of homes with a valid stock condition survey within the previous 5 years (target 32%) - New Measure

Tenant Satisfaction Measures

88.89% Satisfaction with overall repairs service (TP02)
88.50% Satisfaction with time taken to complete most recent repair (TP03) (target 86%)
87.54% Satisfaction that the home is well-maintained (TP04) (target 87%)
92.96% Satisfaction that the home is safe (TP05) (target 89%)
0 Homes that do not meet the Decent Homes Standard (RP01) (target 0)
99.04% Emergency repairs completed within target timescale (RP02)
86.32% Non-emergency repairs completed within target timescale (RP02)
99.97% Gas safety checks (BS01) (target 100%)
100% Fire safety checks (BS02) (target 100%)
100% Asbestos safety checks (BS03) (target 100%)
N/A Water safety checks (BS04)
N/A Lift safety checks (BS05)

Key stats

836 Homes had improvements to ensure they meet the Decent Homes Standard
36,075 Responsive repairs completed to homes
127 Kitchens installed
427 Heating systems replaced
284 Homes had windows replaced
1,592 Damp and mould cases raised
3,205 Repairs completed to homes to resolve damp and mould

Providing Quality Sustainable Homes – The year in review

Our repairs service continued to be busy throughout 2024/25, with over 36,000 responsive repairs completed to homes. You told us it was important to improve how many repairs were completed within target times. We have worked on this and have improved with 9% more repairs finished on or before their target dates compared to the previous year. We also achieved a “right first time” rate of 97.64%, meaning most repairs were sorted without needing a return visit.

We responded to 11,700 emergency repairs, and 95% of those were attended to within four hours, helping to keep your home safe when it mattered most.

More tenants are now using our digital services to manage repairs. Nearly 8,000 repairs were booked through the My Livin app and portal. Since we launched our digital trackable repairs service in February 2024, 30% of repairs are now being tracked by tenants, keeping you more up to date on what’s happening.

Safety checks are a key part of keeping you home safe. By the end of 2024/25, 99.66% of our homes had received all required checks, including gas safety tests and electrical inspections. We also completed all fire safety inspections in our blocks of flats ahead of schedule, making sure any issues were identified and dealt with quickly.

We are proud of the transformation at the Courts area of Shildon, where we brought 52 much-needed warm, sustainable homes back into use. This regeneration project has made a real difference—and we’re pleased to share that it was shortlisted for Regeneration Scheme of the Year 2025.

We listened, we acted

We listened (Complaints)

We received more complaints than usual about problems with roofs. They were mainly about the time taken to complete the repair and keeping customers informed about what was happening.

We acted

We have made changes so that when you report a problem, we ask for more detailed information. This helps our roofers bring the right materials and fix the issue more quickly. We will also make sure we explain when something might take more than one visit to fix the problem. We have also improved how we spot repeated roof problems and brought in extra sub-contractors when needed to reduce delays.

We listened, we acted

We listened (Scrutiny review)

The InsightXchange conducted a review of the Repairs and Maintenance policy.  They were provided with all relevant data on complaints, satisfaction levels, and regulatory requirements. The group told us that we needed to improve communication about appointments and where there may be delays and that we needed to improve the quality of works.

We acted

The InsightXchange conducted a review of the processes to resolve damp and mould related queries. They were provided with data on complaints, satisfaction levels and regulatory requirements. The group identified that we needed to improve communication and customer expectations of remedial works for damp and/or mould.

We listened, we acted

We listened (complaints)

Your complaints told us that sometimes, when we needed to do a complex repair we would complete part of a repair, but felt you weren’t kept updated about when the next trade would be visiting you to complete the work. This often meant that you had to contact us and remind us that the work was still due.

We acted

Our systems now give us automatic reminders to make sure we contact our customers when an update is needed. The My Livin app also gives you updates to track the progress of a repair without needing to chase up appointments.

Have you read our summarised policies?

We have summarised our customer policies to make them accessible and easy to read. 

Summarised Customer Policies

Consistently Delivering Excellent Customer Experience and Digital Services
Contributing to a Sustainable Future
Supporting Balanced and Sustainable Communities
Supporting Sustainable Tenancies
Providing Quality Sustainable Homes
Building and Acquiring Sustainable Homes
Finance