Repairs task and finish group

In April, we established a task group made up of residents, council officers, and a representative from Morgan Sindall to tackle challenges in our repair services. The group worked intensively with officers over 8 weeks to explore issues from a resident’s perspective. They identified over 100 observations and 17 key improvements which we are committed to delivering.  

Their recommendations add to the work already underway to improve our repairs service. See our housing annual report for more information.

Key Improvements from the feedback include:

• Local delivery pilot: Launched a trial in Bayswater where housing officers manage repairs locally to help improve the service
• Digital solutions: Exploring new tools that allow residents to update repair requests with photos and book appointments with all contractors.
• SMS notifications: Residents will receive text reminders 24 hours before repair appointments to confirm arrival times.
• Follow-up repairs: Implementing a clearer booking process for additional repairs.
• Real-time tracking: The launch of "Track My Engineer" by Morgan Sindall allows residents to see the location of engineers in real time before their appointment.
• Increased appointments: Increased the number of appointments, improving access to timely repairs for residents.
• Learning from our residents: - We are committed to using insights gained from our resident groups to refine how Housing Officers engage with repair services throughout the borough

Get involved

Your experiences matter. We invite residents to join our task and finish groups to influence change in our housing services. Find out more about joining the task force.