Our repairs service
We know that the repairs service is one of the most important things we provide as a landlord, and that residents want to be easily able to access timely repairs. At the start of the 2020/21 year, our target was to reduce the average waiting time for a repair from 18 to 12 days. We ended the year with the average waiting time for a repair remaining at 18 days. Our ability to provide repairs during the past year was impacted by the pandemic. Throughout the year, we continued to provide emergency repairs, all of which were completed within 24 hours. We provided routine repairs whenever it was safe to do so and in line with government guidance around the pandemic.
17,103
emergency and routine repairs completed
(2019/20 – 16,791; 2018/19 – 16, 331)
96.3%
emergency and routine repairs completed at first visit
(2019/20 – 98.1%; 2018/19 – 97%)
18
average days to complete a routine repair
(2019/20 – 18; 2018/19- 26)
99%
emergency repairs completed within 24 hours
(2019/20 – 99.4%; 2018/19 – 97.8%)
Our repairs recovery plan
What we’re doing to provide repairs as quickly as possible
At the time of publishing this report, in November 2021, our aim remains to complete all routine repairs within 18 days, but some trades are taking considerably longer than this.
This is caused partly by a backlog in repairs, whereby some customers only raised repairs with us following easing of lockdown restrictions. We are also being affected by challenges nationally with supply chains including access to specialist labour in some trades, parts such as fencing and plaster boards. For some trades, this means we have fewer appointment slots, as well as managing a backlog. We have put in place a repairs recovery plan for repairs during 2021/22, explaining how we are working to reduce the waiting time for repairs. You can see this at www.settlegroup.org.uk/our-post-lockdown-repairs-recovery-plan We continue to provide all emergency repairs within 24 hours and we continue to book in all routine repairs as quickly as possible, considering each resident’s personal circumstances and wellbeing.
Report a repair
Please let us have as much information as possible when you contact us to book your repair, and remember you can also report this to us online.
Please use your online account at www.settlegroup.org.uk
or Email: customer.service@settlegroup.org.uk
or call us on: 0330 343 0016
Condensation, damp and mould
We have seen an increasing number of complaints due to condensation, damp and mould in properties. We know mould can have a huge impact on residents' lives. We want to make sure that no settle resident lives in a property where there are ongoing signs of condensation and mould and will do all we can to support anyone who is experiencing issues related to this. We encourage any resident who may be experiencing signs of condensation or mould to let us know. We will put in place solutions to fix any problems as quickly as possible. During the past year we have reviewed the ways we work on issues around damp and mould, to improve how we respond to these and provide better support to residents. We have made these changes based on what residents have told us through feedback and complaints.