How we’re doing with repairs
Making sure you receive a reliable and quality repairs service is really important to us.
We’re always checking how we’re doing so we can learn, improve, and keep moving in the right direction. Sharing these results helps us stay focused on what matters to you.
Between April and June 2025:
- Customer satisfaction averaged 8.7 out of 10 based on surveys completed following a repair.
- We fixed issues first time in 85.2% of cases.
- We completed 14,338 repairs (in-house and contractor).
- 75.3% of routine repairs were completed within the target timeframe.
- 97.8% of emergency repairs were completed within the target timeframe.
We’re seeing improvements in performance, particularly the rise in customer satisfaction and more routine repairs being completed on time. But we know there’s more to do – we’ve seen a small dip in the number of first-time fixes and emergency repairs completed within the target timeframe. We’re working hard to improve these through our ongoing repairs review – read more on page 17.
We’re making good progress, and we’ll keep you updated on our website.
