Update!

Repairs Service

Over the last year or so, from our Community Conversations and Out and About door knocks and events, we received lots of feedback on our repairs service.

We have been listening and reviewing this feedback and put together an action plan to start to put things right and provide a better service to our tenants.

Some of the things we have been looking at so far are:

  • Better control of contractor spending to drive down overall costs.
  • Contacting tenants the day before an electrical test to ensure they are going to be in.
  • More staff training to diagnose repairs when calling into customer services.
  • Reviewing our out-of-hours service to ensure it is working as well as we want it to be.
  • Reviewing our empty homes policy & procedure to ensure it is clear and consistently delivered.
  • Reviewing our repair appointment text messages to tenants, so that tenants receive better information on the repair they have booked.
  • We will shortly be asking all operatives to call tenants to let them know they are on the way.

What’s still to come:

  • We have had a lot of feedback on clearing gutters and drains. We are looking at putting a small team in place to be able to do this.
  • More post-inspections of bigger repairs to ensure standards are met.
  • Communication workshop with tenants on their repair journey and what tenants would like to see.

This is just a sample of some of the improvements we have planned. We will keep you posted on progress.

Repairs Timescales

In the rent statement you received in February 2023, Michael Newey gave an update on Broadland’s current financial situation. We have had to make some hard decisions, one of which was to continue to put on hold our Category E repairs.

We wanted to take this opportunity to re-assure you that we are monitoring the budget situation very closely and will give you a further update in your next rent statement in February 2024.

Category E Routine Repairs - within 365 days include but are not limited to:

Repairs & Replacements

• Internal doors

• Boxed in areas

• Gate or Fencing

Damages

• Bath panels

• Skirting or Architrave

• Bollard or Parking posts

• Fascias, Soffits and Bargeboard

Other

• Radiator is rusty

• Painting works

• Misted glass in door or windows

For more information on Category E repairs and what this could mean for you, please refer to our website How we prioritise repairs – broadlandgroup.org

If you would like a paper copy, please contact tenantengagement@broadlandgroup.org and we will send one in the post for you.